How to respond to a ticket (manually and with AI support)

When you open a ticket, you see the full conversation with the customer and their contact history. To respond:

1. Type your reply in the message field and send — it goes through the same channel of origin (WhatsApp or email).
2. When AI support is active, the platform can suggest a response based on your knowledge base. You can send it as-is or adjust it first.

In many cases, the AI handles the first level of support on its own, and the ticket only reaches you when it needs human attention.