Support ticket triage flow template

How the conversation runs

1. Bot sends

   Sorry you're having trouble, {{name}}! What kind of issue is it?

   Order issueTechnicalSomething else
2. Bot asks & saves the answer as {{issue_detail}}

   Please share your order number and what happened.
3. Bot asks & saves the answer as {{issue_detail}}

   What exactly isn't working? A screenshot helps too.
4. Bot asks & saves the answer as {{issue_detail}}

   No problem — tell us what you need help with.
5. Tags the contact support-order for future campaigns
6. Tags the contact support-tech for future campaigns
7. Tags the contact support-other for future campaigns
8. Hands the chat to your team

   Thanks — our orders team is on it and will reply shortly. 📦
9. Hands the chat to your team

   Thanks — our technical team will get back to you shortly. 🔧
10. Hands the chat to your team

Answers marked {{like_this}} are saved on the contact and reusable in campaigns. Unrecognised replies re-prompt the menu instead of dead-ending.

More General flows