🎟️ Ticket Forwarding

The Ticket Forwarding tool lets a Job escalate conversations to a human channel whenever the AI cannot resolve a request.

Configure in Assisted or Manual Mode

Assisted Mode – The wizard will ask which channel to forward to.
Manual Mode – Use the quick steps below.

Manual Setup

Open Studio → Manual for the Job that needs escalation.
Under Tools → Add tool, choose Ticket Forwarding.
Complete the configuration dialog:

Fallback Action

Select how unresolved cases should be routed:

Channel	What happens
Email	An email with the full conversation transcript is sent to your support inbox.
Zendesk	A ticket is created in Zendesk.
Slack	A message is posted in a specified Slack channel.
Human assistant	Transfers the user to a live agent (phone or chat).

Fill in any required fields (e.g., email address, Slack webhook, Zendesk API token).

Fallback Message & Contact Info

Customize the message the user sees when escalation occurs.
Toggle Display contact info to append a phone number or email.

Click Add to save the tool; the Job will now trigger the selected fallback whenever it encounters an unhandled request.

Testing

In Preview, ask a question outside the Job’s scope. The Agent should reply with the fallback message and log the ticket through your chosen channel.

Slack Integration

Sends a message on Slack channel when AI is unable to resolve a query

Obtaining Slack Webhook URL

Go to Slack Developer Portal
Create a new app
- Select 'From a manifest'
- Select your Slack workspace
- Give your app a name (optional)
- Click 'Create app'
Go to 'Features' > Incoming Webhooks'
Turn on 'Incoming Webhooks'
Scroll to the bottom and click 'Add new Webhook to Workspace'
Select a channel where you want to receive messages from our agent
Click 'Allow' and proceed
Copy the 'Webhook URL' and paste it in the 'Slack Webhook URL' field