OpenChat

Support Agent

Capture unresolved questions and feedback for your team to action

Support Agent closes the loop when live chat needs escalation. It logs user needs, routes them into your team workflow, and helps you respond quickly with AI-assisted drafts.

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RV Demo

OpenChat

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Tickets

AllWatchingMine
Status: All

Issue: incorrect_answer

PENDING_CUSTOMER · NORMAL

jwart@rentvisie.com

Voice shows a weird settle...

OPEN · NORMAL

End of list

Issue: incorrect_answer

jsd7s0vtccpy · pending_customer

Support agent
rvdemo@rentvisie.com
Support agent

We received your support request.

Reference: jsd7s0vtccpy

Weird issue

Page: http://localhost:3001/

Session: 328011e2-436a-4809-ab81-2ca07cf2ff57

Identity trusted: no

Customer
Write a reply...

Issue

Issue: incorrect_answer

Last message Apr 7, 11:36 PM

REQUESTER

Unknown

ASSIGNEES

rvdemo@rentvisie.com

Ticket settings

Status: Pending customer
Priority: normal
Assignees
Auto loggedTeam assignedAI quick replyLight screenshot variant

How it works

Automatic capture and logging

When Chat Agent cannot fully resolve an issue, unresolved questions or feedback are captured automatically and logged for your team to review.

Portal handling and assignment

Manage requests from the OpenChat portal, prioritize what matters, and assign each item to the right teammate for follow-up ownership.

AI-assisted quick responses

Use pre-built AI suggestions grounded in your knowledge base to reply faster, with consistent quality across your support team.

Frequently asked questions

  • What types of messages are sent to Support Agent?

    Any user question, request, or feedback that needs human follow-up can be escalated into Support Agent logging so your team never misses critical context.

  • Can we triage and assign items by team member?

    Yes. Logged items are handled from the portal and can be assigned to teammates based on ownership, priority, or domain expertise.

  • How do AI quick responses stay accurate?

    Suggestions are generated from your configured knowledge base, so draft responses reflect the same information your agents and customers rely on.

  • Can we still edit AI-generated replies?

    Absolutely. Teams can treat AI responses as a starting point, then adjust tone, detail, or policy language before sending.

  • Does this work alongside Chat Agent in one widget?

    Yes. Chat Agent handles immediate Q&A first, and Support Agent captures what needs deeper follow-up, all within the same customer-facing widget.

Turn unresolved chats into actionable team work

Keep customer conversations moving by escalating the right cases, assigning owners, and drafting fast responses with AI support.

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