About the ticket listener

What's my plan?

Add-on | AI agents - Advanced

The ticket listener is a feature we developed that helps us collect agent responses on a given ticket once an escalation has occurred.

How to turn on Ticket Listener

Navigate to Settings > CRM Integrations to access the page below

Turn off the automation engine of your AI agent

Turn on the ticket listener

Turn on the automation engine of your AI agent

It is that simple. Once turned on, you can navigate to the conversation logs to see the entire conversation between the customer and your brand.

Why is this relevant to me?

We are continually working on improving our feature set and this helps us understand where our AI agent fails and how we can improve your automation experience going forward. Since we believe in making data based decisions, this is the first step for us to ensure that our product serves you in the best possible way.

What happens when I activate it?

When you activate the ticket listener, AI agents - Advanced listens to the conversation between the customer and the AI agent, and after escalation between the customer and the agent. These conversation are sanitized for data and shown in the conversation log section of our dashboard.

Will I miss out on features if I don't activate this?

No you will not. While customers who activate it will be our partners in building new features with input in how those features are built, once they are built and determined to be useful outside of our labs and beta features, this will be accessible for other customers.