Enable support requests

Support Requests are one of IperChat’s skills. When enabled, the agent can open a ticket during chat every time a human is needed: a custom quote, a problem it can’t solve on its own, a user explicitly asking to speak with someone.

Every created ticket triggers:

• an email notification (and optional SMS) to your team,
• a confirmation email to the user, if they left an address,
• an entry in the “Requests” panel where you manage status, priority, assignee, and internal notes.

Activation

From the ops panel:

1. Open “My Tenant” (side menu → Manage group).
2. Expand the “Skills” section.
3. Find Support Requests and enable the toggle (the skill is marked as Experimental). The related permissions — View requests and Manage requests (change status, notes) — are assigned automatically.

Configuration

All parameters are under My Tenant → Skills → Support Requests:

Support request notification email

Comma-separated list of addresses — who receives an email on every new ticket. If left empty, notifications fall back to the tenant’s registration emails; ultimately to the account owner.

Support request notification SMS numbers

Numbers in international format (e.g. +15551234567), comma-separated. Anyone in the list receives an SMS on every new ticket. This field has no fallback: if it’s empty, no SMS is sent.

Expected response time

Free-text field (e.g. within 24 business hours). Communicated by the assistant to the user right after the request is created, so whoever opened the ticket knows when to expect a reply.

Support request policy

Describe in natural language when the assistant should offer to open a request. A simple list of scenarios specific to your business is enough — no special tags or formatting required. The text is automatically injected into the system prompt when the skill is active.

Example policy:

When the user asks for a custom quote When the user needs to book or modify a service When the user reports a problem that requires human intervention When the user explicitly asks to speak with someone

Always try to help directly first. Offer a support request only when you can’t solve the problem.

How the agent creates a ticket

The agent follows strict rules to avoid tickets created by mistake:

• Always asks explicit confirmation before opening the request. First it summarizes the data collected and asks “Shall I go ahead?”, then waits for approval.
• Maximum one ticket per conversation. If a ticket has already been created, the agent reminds the user instead of opening another.
• Registered user: name and email are retrieved automatically from the profile.
• Anonymous user: the agent asks for name and at least one contact — email or phone — before proceeding.

Fields collected

Each ticket contains:

• Subject and description (generated by the agent from the conversation).
• Category: General, Technical, Billing, Feedback, or Other.
• Contacts: name, email, phone (one of the two required for anonymous users).
• Contact preference: email, phone, or any.
• Origin (the site or page where the conversation started) and a link to the original conversation.

Customer experience

Here’s a typical conversation:

Customer: I have an issue with my March invoice — I can’t download it from my account area. Agent: Sorry for the trouble. I can’t act directly on billing documents, but I can open a request for the admin team. To proceed, could you leave me your name and email? Customer: Jane Doe, jane.doe@example.com Agent: Perfect. Let me summarize: “March invoice can’t be downloaded from the account area”, category Billing, contact Jane Doe (jane.doe@example.com). Shall I go ahead? Customer: Yes, thanks. Agent: Request created. You’ll hear back within 24 business hours at the email you left.

Managing tickets

In the sidebar, Manage → Requests. The page shows the ticket list with filters by Status and Category. Click a row to open the Request details.

Statuses

• Open — initial status of every ticket created in chat.
• In progress — someone on the team has picked it up.
• Resolved — as soon as you move a ticket to this status, the system logs the resolution date automatically.
• Closed — case archived.

Priority

Tickets are created with Normal priority. From the details view you can switch to High or Urgent based on impact.

Details and internal notes

In the details view you’ll find all metadata (contacts, origin, conversation link, dates), the full description, and a Manage section with:

• Status, Priority, and Assigned to (free-text operator name) — editable with the Manage requests permission.
• Operator notes — internal notes visible only to operators, with author and date. Useful for tracking work on the ticket without writing to the user.

Notifications

Every created ticket triggers in parallel:

1. Email to operators — addresses configured under Support request notification email. If the field is empty, the tenant’s registration emails are used; if those are also missing, the email goes to the account owner.
2. Confirmation email to the customer — sent only if the user left an email address.
3. SMS to operators — only if you configured numbers under Support request notification SMS numbers.

Operator permissions

The two permissions related to the skill are:

• View requests (tickets:read) — access to the list and details.
• Manage requests (tickets:manage) — edit status, priority, assignee, and add internal notes.

You can assign them to individual operators from the Operators → Permissions page.