Skip to main content

Past Conversations

Simple Queries:​

  • Type your question naturally, as you would ask a human
  • Example: "How do I reset my password?" or "What are the office hours?"

Follow-up Questions:​

  • The Virtual Agent maintains context, so you can ask follow-up questions without repeating information
  • Example: After asking about password reset, you might ask "How long does it take?"

Clarifications:​

  • If your question is ambiguous, the agent will ask for clarification
  • You can provide additional details to help the agent understand your needs

Creating Tickets​

Initiating Ticket Creation:​

  • Express your need: "I need help with my laptop" or "I'd like to request access to the finance system"
  • Or use explicit commands: "Create a ticket" or "Submit a request"

Providing Information:​

  • The agent will guide you through providing necessary details
  • Answer questions about the issue, priority, category, and other relevant information
  • Upload attachments if needed (supported in all channels)

Reviewing and Submitting:​

  • The agent will present a summary of your ticket for review
  • Confirm the details or make corrections as needed
  • Upon confirmation, the ticket will be created and you'll receive a confirmation with the ticket number

Checking Ticket Status​

Requesting Status Updates:​

  • Ask about your tickets: "What's the status of my tickets?" or "Show me my open requests"
  • Inquire about a specific ticket: "What's happening with ticket IT-1234?"

Viewing Details:​

  • The agent will display ticket information, including status, assigned agent, and recent updates
  • You can request more information: "Show me the comments" or "When was it last updated?"

Taking Actions:​

  • Add notes: "Add a comment to this ticket"
  • Update information: "Change the priority to high"
  • Close resolved tickets: "I'm satisfied with the resolution, please close this ticket"

Live Chat Support​

Requesting Live Assistance:​

  • If the automated responses don't resolve your issue, request human assistance
  • Examples: "I need to speak with a human" or "Connect me to an agent"

Queue Management:​

  • The Virtual Agent will check agent availability and queue status
  • You'll be informed about estimated wait times
  • You can continue the conversation with the bot while waiting

Agent Handoff:​

  • When an agent becomes available, you'll be notified
  • The agent will receive the conversation history for context
  • You can continue the conversation seamlessly with the human agent