AI Chat
Using the AI Chat Assistant
Each ticket in There There has an AI chat assistant that understands the full context of the conversation. The assistant reads the ticket's messages, knows the contact's details, and can search your documentation and ticket history to provide informed answers.
What the AI Assistant Can Do
Search Documentation
When you have documentation sources configured for a channel, the assistant automatically searches them to find relevant answers. Ask a question and it will locate the most pertinent sections from your docs.
Search Ticket History
The assistant can look through past tickets and their resolutions to find how similar issues were handled before. This is especially helpful for recurring problems or when onboarding new team members.
Draft and Insert Replies
Ask the assistant to draft a reply for the current ticket. You can then insert the drafted text directly into your reply composer, replace your current draft, or copy it to your clipboard. Edit the text as needed before sending.
Manage Tickets
The assistant can perform actions on tickets directly. You can ask it to close or reopen a ticket, add or remove tags, look up other tickets, and add internal notes.
Tips for Best Results
- Be specific with your questions. Instead of "help me reply," try "draft a reply explaining how to reset their password based on our documentation."
- Reference the conversation. The assistant already sees the full message thread, so you can say things like "summarize what the customer is asking" or "what was the last thing we told them?"
- Use it for research. Before drafting a reply, ask the assistant to search your docs or past tickets for relevant information.
- Iterate on drafts. Ask the assistant to adjust tone, shorten the response, or add more detail. The conversation history is preserved, so follow-up requests build on previous answers.