How to enable or pause the AI Chatbot for a ticket
The AI Chatbot can be enabled or paused for each ticket from the DelightChat inbox.
When the AI Chatbot is enabled for a ticket, it will start responding to the customer automatically based on the available information, FAQs, product data, and configured AI settings.
You will see the AI Bot toggle turned ON.
AI Chat Bot Toggle - ON
AI Chat Bot Toggle - OFF
When the AI Chatbot is paused, it will stop replying to the customer in that ticket.
You will also see a message like:
“AI Bot paused. It will no longer respond to tickets.”
This means the ticket can now be handled manually by your support team.
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Important note
Pausing the AI Chatbot only stops AI replies for that ticket. Your team can still reply manually to the customer as usual.
How to bulk assign tickets to AI Bot
Bulk assign helps you assign multiple tickets to a AI Bot / team member at once, instead of opening each ticket one by one.
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Steps to bulk assign tickets
- Log in to your DelightChat dashboard.
- Go to the inbox where the tickets are available.
- Select the tickets you want to assign by clicking the checkbox next to each ticket.
- Once the tickets are selected, click on Choose Action.
- Select Assign Tickets from the dropdown.
- In the next dropdown, choose the team member you want to assign the tickets to.
- Click Perform Bulk Action.
The selected tickets will now be assigned to the chosen team member.
Important note
You can use bulk actions only after selecting one or more tickets.
Apart from assigning tickets, you can also use bulk actions to unassign, close, open, or archive selected tickets.
