The action of taking a ticket allows your team to interrupt the automated service provided by ClaudIA and take manual control of the conversation with the end customer.
When should I use this functionality?
You can use this functionality to take over a ticket that is being handled by ClaudIA. This is useful in situations such as:
-
The automated service is not progressing as expected.
-
You want to make a more precise manual intervention.
-
Your team wants to escalate the conversation to a more human or specialized handling.
The Take All button is disabled. Why?
This button is only enabled when there are open conversations in the current filter, i.e., conversations that have Status: Open, still in progress with ClaudIA. If the button is disabled, it is because:
-
The current filter shows only resolved or closed conversations.
-
No eligible conversations were found in the selected period.
How to view open conversations?
-
Click on Filter.
-
In Resolution, select the Open or All option.
-
Click on Apply filters.
What happens when I click Take?
When you click Take (individually or in bulk), the following steps are performed:
-
We attempt to automatically transfer the conversation to Level 2 (N2) of service.
-
Even if the transfer is unsuccessful, ClaudIA interrupts the service of that ticket.
-
From that moment on, your team can take over the service manually, redirect, or end the conversation as preferred.
Important: In cases where automatic transfer does not occur, you or someone from your team needs to pull it manually for you. This is done in your own Helpdesk.
These cases happen when there is some communication failure, so we prioritize ensuring that ClaudIA leaves the service completely, rather than having the chance to transfer to someone and it responds in the middle of the conversation—which we know brings a very bad experience for the end customer.
Button to take tickets in bulk:
Button to take a ticket individually: