Inbound mailbox messages become a categorised, SLA-bound ticket
Conversational AI · Bots & Channels
Email & Forms to Ticket
Every inbound channel becomes accountable work
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Category, priority, intent and summary assigned on arrival
AI Triage SearchAR
New · via email
Subject: Charged twice for the 14:45 sailing
Hi, I booked two seats on the 14:45 Harbour Cove sailing on Tuesday and my card statement shows two charges of ₹920. Please refund one. Booking HL-9012.
QuipAI triage On arrival
CategoryPayments › Duplicate charge
PriorityHigh
IntentRefund one charge
SentimentFrustrated, polite
Route toPayments desk · Dev Menon
Summary: duplicate ₹920 charge on HL-9012; customer wants one reversed. Gateway log shows two captures 4s apart.
In detail
What Email & Forms to Ticket does
Part of Bots & Channels in Chatbots, WhatsApp Bots & Knowledge AI. Answer on the channel the customer already uses, and turn the rest into tickets.
Web and feedback forms file into the same governed ticket queue
The notification matrix keeps the requester and the right team informed
Where it fits
Answer on the channel the customer already uses
Email & Forms to Ticket is 4 of 4 modules in this area. Each one works on the same record.
The Conversational AI workflow, end to end
Email & Forms to Ticket supports this flow alongside the other Conversational AI modules.
- 01
Ask
A customer asks on the website or WhatsApp.
- 02
Answer from knowledge
The bot answers from the knowledge base, with a citation and a confidence score.
- 03
Deflect or create a ticket
A satisfied answer ends there; an unresolved one becomes a categorised, SLA-bound ticket.
- 04
Agent replies with the assistant
The Smart Agent Assistant drafts the reply from the ticket, the knowledge base and the activity log.
- 05
CSAT & learning
Deflection, accuracy and CSAT feed back into where the AI is allowed to take more.
Related
More in Bots & Channels
app.quipcom.ai
Illustrative UI
Illustrative website chatbot answering questions with cited sources, then handing over to a human
Ask Harbour Line Online
Can I bring a car on the 8am sailing?
Yes — vehicle bays are available on that sailing. See our vehicle policy.
Vehicle policy · harbourline.example/faq
Type a message…
Website Chatbot
Answers from your knowledge base, with citations, on your site
app.quipcom.ai
WhatsApp Bot
Deflect the routine questions on WhatsApp; escalate the rest
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — A bot conversation handed to an agent below the confidence threshold
Bot-to-Human Hand-over SearchAR
WhatsApp · +91 •••• 4021
We're a group of 40 — can we book the 11:00 with a private deck?
Group bookings above 25 need a quick check with our team. I'm connecting you to a person now — they have this conversation.
Confidence 54% — below your 70% threshold
Hi, this is Sana from Harbour Line. Yes — the upper deck seats 48. Which date?
Hand-over packetAgent has context
Reason Group size exceeds self-service limit
Summary 40 pax, 11:00 sailing, wants private deck
Customer Returning · 3 previous bookings
Suggested Upper-deck group rate, ask for date
Assigned Sana Ali · 12s to pick up
Requester Chat Assistant
Deflection at the point of asking, not after
Other capability areas in Conversational AI
Bring your own FAQ or help pages.
We’ll load them into the knowledge base live and show the bot answering, citing and handing over.