Support inbox

Purpose

The inbox is where requests arrive that no chat resolves: handovers from the chat, emails from a support mailbox, cases from the ticket system, form submissions. For every case dAI Pro drafts a substantiated reply from the knowledge of the responsible collection. Checking, adjusting and sending remains a human step. The inbox is not a helpdesk for everything but the one inbox for whatever can be answered from the knowledge.

Where

Inbox in the top bar, across all collections. On the left the list of cases with filters, on the right the opened case.

At the top is the tally of the mailbox: new, without collection, mine, in progress, waiting for customer, and the share of cases that could have been resolved from the knowledge alone.

Filter	Meaning
New	Nobody has touched the case yet.
Without collection	The agent could not assign a collection unambiguously; someone has to choose.
My tickets	Cases assigned to me.
In progress, Waiting for customer, Done, Discarded	The states of the case.

Create case creates a case by hand, for instance after a phone call; New entry writes a verified reply directly into the support database of the collection (see below).

A case

Element	Meaning
Summary	The agent summarises the request in two or three sentences and classifies urgency and tone. "Update summary" after new messages.
Conversation history	All messages of the case, including the chat history for handovers from the chat.
Collection	Which collection supplies the knowledge. The agent suggests it; if the assignment is unclear, you choose.
Assign	To a person in the team.
Urgency	Normal or urgent, taken from the classification or set by hand.
Reply to the customer	The agent's draft, with references from the collection. You edit it freely; text blocks can be inserted, and the reply translated into the customer's language.
Follow-up	A date on which the case comes back to the top.
Attachments, comments	Files for the case and internal notes the customer does not see.
Send reply, Send and close	Sends by email from within the case; the customer's reply lands in the same case again.

Every sent reply carries a status link under which the customer can see, without signing in, where their request stands.

Channels into the inbox

Channel	Setup
Chat handover	Automatic as soon as human handover is active (Chapter 12).
Support mailbox	IMAP access in the settings of the collection (Chapter 12) or of the inbox; the "Inbox" agent fetches the emails at the configured interval.
Ticket system	"Use as inbox" in the actions of the collection, for Zammad and Freshdesk (Chapter 12). The draft goes into the ticket as an internal note or waits here for approval.
Forms	In TYPO3 via the finisher of the form framework; in the standalone version via the REST API (Chapter 29).
By hand	"Create case".

The inbox settings

Section	Content
Mailbox, fetching, sending	IMAP access, fetch interval, sender and team signature.
Assign automatically	Which collections are eligible and from which confidence the agent assigns on its own; below that the case stays "without collection". Tone of the drafts.
Notifications to the team	Slack message on a new case, on cases without collection and when a customer replies to a case without a responsible person.
Text blocks	Recurring paragraphs per language, insertable in the case with one click.
Operation	Status link in every reply, deletion periods for completed cases, automatic closing when the customer does not reply, urgency and tone from the AI classification.
Weekly report	The week's tally by email to the named addresses.
Access and erasure (GDPR)	Show or delete all cases for an email address.
Migration from the ticket system	Take over existing cases from Zammad or Freshdesk once.
My notifications, My signature	Per person: email on assignment and customer reply, own signature.

Roles

Who may work in the inbox is defined by users and groups (Chapter 25): editors see and answer cases, moderators may additionally assign, discard and change settings.

The support database

A verified reply is knowledge. After sending, the reply can be added to knowledge from within the case: it becomes a document of the collection in the data source "Support database" (Chapter 5). Next time the chat answers the question itself and names "our support database" as the source, without a link, because there is no public page. New entry creates such a reply directly, without a case.

Frequently asked questions

The draft is wrong. It comes from the knowledge of the collection. Check the references in the draft; if the knowledge is missing, reply by hand and add the reply to the support database.

A case stays permanently "without collection". The confidence is not sufficient, or the matching collection is not selected under "Assign automatically". Choose the collection in the case.

Does the customer see the comments? No. Comments are internal. The customer sees only sent replies and the status link.