Conversations & Tickets
Monitor customer chats, review AI responses, and manage support tickets when the AI needs human help.
Conversations
Every chat between a customer and your AI is logged in the Conversations page. You can find it in the main navigation menu of the Supportify app.
Viewing Conversations
The Conversations page shows a table of all chats, with the most recent ones first. Each row shows:
- Status — Draft, Resolved, or Unresolved.
- Customer — Name or email (if provided).
- Channel — Where the conversation happened (widget, Gmail, Outlook, etc.).
- Date — When the conversation started.
- Preview — A short preview of the latest message.
Click on any conversation to open it and see the full message history, including what the AI said and any tools it used (like looking up an order or searching products).
Filtering and Searching
Use the filters at the top to narrow down conversations:
- Status filter — Show only Draft, Resolved, or Unresolved conversations.
- Channel filter — Show only conversations from a specific channel (e.g., only email conversations).
- Has drafts — Show conversations where the AI has written a draft response waiting for your review (for email channels in draft mode).
- Search — Search by customer name, email, or message content.
Understanding Conversation Statuses
Unresolved
The conversation is still active or the customer's issue hasn't been marked as solved. New conversations start as unresolved.
Resolved
The conversation has been completed. Either the AI resolved the issue, or you manually marked it as resolved.
Draft
For email channels in draft mode — the AI has written a response, but it's waiting for you to review and approve it before it's sent to the customer.
Tip
For draft conversations, you can edit the AI's response before sending it, discard it entirely, or send it as-is. This gives you full control over what your customers receive via email.
Support Tickets
When the AI can't solve a customer's problem, or when a customer asks to speak with a human, the AI creates a support ticket. You'll find all tickets in the Tickets page.
Viewing Tickets
The Tickets page shows a table with all your support tickets. Each ticket shows:
- Ticket ID — A unique number for each ticket.
- Customer — Who submitted the issue.
- Status — New, Open, Resolved, or Waiting.
- Priority — Low, Medium, High, or Urgent.
- Category — What the issue is about (e.g., return request, order issue).
- Created / Updated — When the ticket was created and last updated.
Managing Tickets
Click on a ticket to open it and see the full conversation thread. From there, you can:
- Reply — Add a message to the ticket thread.
- Change status — Move the ticket from New → Open → Resolved (or set it to Waiting if you need to wait for something).
- Update priority — Escalate urgent issues so they stand out.
- Change category — Recategorize if the AI classified it incorrectly.
- View original conversation — Jump to the chat that created the ticket to see full context.
- Delete — Remove the ticket if it's spam or irrelevant.
When Are Tickets Created?
Tickets are created automatically in these situations:
- A customer explicitly asks to speak with a human.
- The AI encounters a problem it can't solve.
- A customer gives a bad rating (if "Escalate on Bad Rating" is enabled in your Ratings settings).
- The chatbot is in fallback mode (billing cap exceeded) — it can only create tickets, not use advanced tools.
Pro tip
Set up notifications (in Settings → Notifications) to get alerted via Slack or email whenever a new ticket is created. That way you never miss an urgent customer issue.
Data retention
Conversations and messages are automatically deleted after 90 days in compliance with GDPR and Shopify data protection requirements. If you need to keep records longer, export them before they expire.