Drafts a reply grounded in the ticket, the knowledge base and the activity log
Service CRM · QuipAI in the Ticket
Agent Assistant
A drafting assistant that has already read the ticket
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — A ticket with the QuipAI rail drafting a reply
Agent Assistant SearchAR
HL-2041 · Refund not receivedHigh · SLA 8m
MI
I cancelled booking HL-8750 on Monday and the refund still hasn't arrived. It's been 5 days.
MI
Can you tell me when I'll get it?
RefundsWhatsAppBooking HL-8750 · ₹2,180 · cancelled 5d ago
QuipAI 91% confident
Drafted reply
Hi Meera — sorry for the wait. Your refund of ₹2,180 for HL-8750 was initiated on Monday and takes 5–7 working days to reach your bank, so it should land by Thursday. I've added a note to alert you the moment it clears.
Refund policy §3 Payment gateway log
SendEditAgent reviews before send
In detail
What Agent Assistant does
Part of QuipAI in the Ticket in QuipCRM — Service CRM. The intelligence layer, one column wide, on every ticket an agent opens.
Sits in the AI rail beside the thread, one column wide
The agent reviews and sends — the draft does not go out on its own
Where it fits
AI that has already read the ticket
Agent Assistant is 1 of 7 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
Agent Assistant supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Who uses it
Who works with Agent Assistant
Support Agent
Own the queue, reply, act on the ticket, escalate when it is warranted.
- Queue, conversation and AI on one screen
- A drafted reply to edit instead of a blank box
- Reply in the thread, by email or on WhatsApp from one place
Related
More in QuipAI in the Ticket
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Knowledge base sources being loaded, extracted, tested and published
Knowledge Studio SearchAR
Load Extract Test Publish
Sources (6) Add
Refund & cancellation policy.txt14 Q&A
Vehicle policy.docx9 Q&A
harbourline.example/faq31 Q&A
Timetable notes.txt12 Q&A
Boarding rules.docxextracting…
Agent SOP v4.docxqueued
Test the knowledge base Cited
Can I get a refund 2 hours before departure?
Cancellations up to 2 hours before departure are refunded at 80%. Inside 2 hours, no refund — but you can reschedule once for free.
Refund policy §2.1Confidence 93%
Knowledge Base
The answer the agent would have gone looking for
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
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Who did what on a ticket, in order
Activity Log SearchAR
HL-2041 · Refund not receivedHigh · SLA 8m
MI
I cancelled booking HL-8750 on Monday and the refund still hasn't arrived. It's been 5 days.
RefundsWhatsAppBooking HL-8750 · ₹2,180 · cancelled 5d ago
Activity
09:12Meera Iyeropened ticket via WhatsApp
09:12QuipAIcategorised Refunds · priority High · SLA 30m
09:13QuipAIdrafted reply (91%) with 2 citations
09:15Asha Raoedited and sent the reply
09:15SystemSLA paused · waiting on customer
10:40Meera Iyerreplied "Thanks, got it"
10:41Asha Raoresolved · CSAT survey sent
Activity Log
Who did what to this ticket, in order
Bring one real support queue.
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