Case fields
- TYPE
- Redemption failed, complaint, enquiry: your own list
- PRIORITY
- Drives the SLA target
- STATUS
- New, In progress, Resolved
- OWNER
- Set by routing rules, changeable by supervisors
Turn a complaint into owned work and resolve it within SLA
Cases open from the chatbot or Chat Portal, route to the right team, track SLA automatically, and come with an AI assistant that answers from your SOPs.
Live demo
Watch a failed redemption become a resolved case
In the product
Inside a case
Case detail with SLA, AI suggestion and conversation.
Building blocks
What you get
Created where it happens
- From a chatbot intent or by an agent in Chat Portal
- Linked to the conversation, member and transaction
- AI assistant answers that cite your SOP
- Reissue vouchers and record the resolution on the case
Measured
- SLA target per priority, tracked automatically
- Resolution time recorded on every case
- Dashboard tile: SLA met this month
More features