dAI Pro – support inbox with draft replies from your knowledge

The chat does not settle every question by itself. Whatever a person should answer lands in the dAI Pro support inbox – handovers from the chat, e-mails from the support mailbox and form submissions as well as tickets from Zammad, Freshdesk or Zendesk. For every request dAI Pro drafts a sourced reply from the knowledge of the matching collection. Checking, adjusting and sending stays with your team. And every checked reply can go back into the knowledge base, so the chat answers the same question itself next time. You will find all features on dAI Pro Features and an introduction with use cases on the dAI Pro product page.

An agent fetches new requests at the interval you set, assigns them to a collection and drafts the reply. Your team sees everything in one list across all collections – with the figures on top showing what is new, what is waiting and how much could have been solved from the knowledge alone.

• Fetch – mailbox, help desk and chat handovers every 5 to 30 minutes, hourly or daily.
• Assign – dAI Pro compares the request with the collections allowed to answer. If none is clearly ahead, a person chooses and the request waits under “No collection”.
• Draft – the reply is written in the language of the request, only from sourced knowledge and with the sources used listed below it.
• Rate – the AI rating marks urgent and upset requests, and you can change it by hand at any time.
• Reply – by e-mail straight from the request. When the customer answers, the message lands in the same request.

Wherever a request arrives, in the inbox it looks the same – with sender, conversation, collection and draft.

• Chat handover – when a visitor asks for a person, the request arrives with the whole chat history. The assistant pre-writes the concern from the conversation.
• Support mailbox – dAI Pro fetches new e-mails via IMAP and replies with the sender address and team signature you choose.
• Help desk – open tickets from Zammad, Freshdesk and Zendesk, more on that in the next section.
• Forms – in TYPO3 through a finisher of the form framework, in the web application through the REST API.
• By hand – for example after a phone call, with “New ticket”.

dAI Pro comes with its own ticket system. If you do not have a help desk yet, you do not need one. Choose “dAI Pro (built-in inbox)” in the settings and support runs entirely in dAI Pro – without an extra system and without another login. Requests, messages and attachments stay in your installation.

• Requests with number and status – New, No collection, In progress, Waiting for customer, Done and Discarded, plus “My tickets” for everyone.
• Replies by e-mail – straight from the request, with sender address and team signature. The customer’s answer lands in the same request again.
• Everything a help desk needs – assignee, assignment rules, follow-up, priority, internal comments, attachments, snippets and notifications.
• Status link for customers – where every customer sees the status of the request without logging in.
• Tidied up automatically – requests without a customer reply are closed, completed ones deleted after your retention period.

If your team already works in a help desk, it keeps doing so. dAI Pro reads the open tickets from Zammad, Freshdesk or Zendesk, drafts the reply and adds it to the ticket as an internal note. If you prefer to check first, the draft waits in the inbox for release. The inbox then hides everything the help desk already handles itself.

• One connection for the whole installation – stored once in the settings, with separate values per collection if you like. Zendesk connects through an OAuth client, as Zendesk requires for new accounts.
• Only what has changed – after the first run dAI Pro reads step by step the tickets that are new or changed since last time. Even when many arrive at once, none gets lost.
• In sync with the help desk – whatever is answered or closed there, the inbox follows. When the customer writes again or a ticket is reopened, the request is back under “In progress”.
• The real reply in the history – what the customer received in the help desk also appears in the inbox. When it goes into the knowledge base, the signature is left out.
• No duplicate tickets – every ticket becomes exactly one request. After switching the help desk, dAI Pro fetches its open tickets as on the first run.
• Moving to dAI Pro – existing tickets from Zammad, Freshdesk or Zendesk can be taken over once into the dAI Pro ticket system.

A draft only helps if it is right. That is why dAI Pro writes exclusively from the collection’s knowledge and says openly what is missing.

• Only from your knowledge – prices, deadlines and procedures come from your content. The sources used are listed below the draft.
• Gaps instead of inventions – whatever the knowledge does not cover, the draft marks as a gap. It knows today’s date and only names dates and years that are backed by a source.
• In the language of the request – even if your sources are in German. Messages and replies can be translated with one click.
• Your tone – set the form of address, the closing and what must never be promised once.
• Snippets – recurring paragraphs per language, with placeholders for name, e-mail address, ticket number and subject.
• A key figure for your knowledge – “self-solvable” shows how many requests of the last seven days could have been answered from the knowledge alone.

• Assign – by hand or automatically by collection and language. The first matching rule wins.
• Follow-up – a date on which the request comes back to the top.
• Internal stays internal – only the team sees comments and attachments.
• Notifications – e-mail on assignment and customer reply, and if you like a Slack message for new requests, for requests without a collection and when a customer replies to a request nobody is assigned to.
• Roles – editors see and answer requests, moderators can also assign, discard and change settings.
• Own signature – everyone sets up their own signature and notifications.

A checked reply is knowledge. With “Into the knowledge base” dAI Pro turns it into a general question and answer without names or ticket numbers. You check the entry, decide whether the chatbot may answer with it or whether it stays internal, and choose when it should be confirmed again. It is saved in the collection’s support knowledge base.

• The chat learns along – the next question on the same topic is answered by the chat itself, citing “our support knowledge base” as the source.
• Knowledge stays current – a reminder after three months, six months or a year makes sure nobody passes on outdated answers.
• Even without a request – “New entry” adds a checked answer directly.

• Status link – every reply carries a signed link where the customer sees the status of the request without logging in.
• Retention – completed requests are deleted after the number of days you set, together with messages, comments and attachments.
• Close automatically – if a request waits too long for the customer, dAI Pro closes it. Requests with a follow-up date are left alone.
• Weekly report – five figures by e-mail every Monday with volume, time to first reply, requests solved by the chatbot, requests open for more than three days and the top topics.
• GDPR access and erasure – show or delete all requests for an e-mail address.
• Your installation – requests, messages and attachments stay in your dAI Pro installation. For the drafts dAI Pro uses the language model you assigned to the collection.

The support inbox is part of dAI Pro – as a backend module in TYPO3 and in the web application. The manual chapter Support inbox explains how to set it up and use it, and the chapter Human handover and actions covers the connection to Zammad, Freshdesk and Zendesk. With the demo using your own website you create a collection in a few minutes, and in a first meeting we are happy to show you the inbox with your own requests.