Ticket Automation (Playbooks)

Configure how AI helps process support tickets (pilot: delayed packages): required evidence, allowed status moves, and carrier escalation contacts—without changing the client ticket form.

What You Can Do

• See which ticket types already have an automation playbook
• Create or edit a playbook (goal, instructions, allowed AI actions)
• Define required evidence and information the AI must check
• Set the happy path (when the AI may change status and what it should do)
• Configure carrier escalation recipients (TO / CC) per country and carrier

Getting There

1. Sign in to Admin with a role that includes Ticket playbooks (ticket-automation-playbooks).
2. Open the sidebar group AI.
3. Click Ticket playbooks (URL: /ai/ticket-playbooks).

Common Tasks

Find a ticket type

1. Use the Ticket type filter or the Status filter (with / without playbook).
2. Sort by id or label if needed.
3. Click Create playbook or Edit playbook.

Edit general settings

1. Open a playbook (full page). Use the top pills or scroll to General.
2. Write a clear Objective (what the AI should achieve).
3. Add Instructions (one idea per line).
4. Select Allowed actions the AI may propose (for example move status, message customer, escalate).
5. Save when finished, or continue with the other sections first.

Required evidence and information

1. Open Required data.
2. Add evidence items from the ticket type’s file catalog; leave them Optional unless they must block follow-up / escalate.
3. Add information checklist items (label + guidance) the AI should look for in the conversation.
4. Save.

TIP

Only mark an item Required when missing data should stop progression. Over-marking creates noisy escalations to humans.

Define the happy path

1. Open Happy path.
2. Add transitions: from status → to status, which events apply, required AI action, and short guidance.
3. Use Any for “from any status” and N/A when the status should not change.
4. Save.

Configure carrier escalation

1. Open Escalation.
2. Choose country and carrier, then select TO (required) and CC (optional) from that carrier’s contacts.
3. Add the rule with +.
4. Adjust recipients on existing rules if needed.
5. Save.

Check automation on a live ticket

1. Open the ticket under Tickets.
2. Open the Automation tab (when available).
3. Review whether the AI completed, rejected, or handed the ticket to an agent.

Covered client scenarios (pilot)

Automation reacts when the customer creates a ticket, comments, or uploads evidence (plus shipment tracking updates from the carrier webhook). Use these cases to validate playbooks for Delayed Package and Shipment created without changes.

When the customer creates the ticket

Scenario	Expected behavior
Missing required evidence or information	Move to Incomplete and ask only for what is missing
Everything required is already present	Prepare carrier escalate draft, move to In review, assign an executive
Tracking already shows delivered / resolved	Close as Solved (accepted) when guidance allows

When the customer comments

Scenario	Expected behavior
Provides the missing required data in text	Move to Follow up, then escalate if the problem still applies
Denies a required item once (e.g. “I don’t have the invoice”)	Stay in collection; offer the allowed alternative once (PO, remittance, receipt, etc.)
Denies again / has no alternative	Escalate anyway (required item waived), message the customer with continuity wording, assign an executive — do not say the case was handed to another agent or to AI
Explicitly asks to close the ticket	Close as Closed (declined) from any open status
Greeting / thanks with no new information	Ignore (no status change)
Asks “how is my shipment?”	Inform without escalating unless the file is already complete and escalation still applies
Ambiguous, unsafe, or out-of-scope request	Assign an executive

When the customer uploads evidence

Scenario	Expected behavior
Valid required file (e.g. invoice / PO / receipt)	Resume (Follow up) and escalate if still delayed / without movement
Illegible, wrong guide, or not a purchase proof	Stay in / return to Incomplete and explain what is wrong
Only optional files (e.g. packaging photo)	Keep asking for required items; do not treat optionals as complete

Combinations worth retesting

Scenario	Why it matters
Denies invoice but uploads optional packaging	Must not “complete” on optionals alone; escalate only via denial rules or real required proof
Completes the file, then asks to close	Prefer explicit close when the customer clearly requests it
After escalate + assign, customer writes again	Human owns the thread; automation should not blindly re-escalate
Customer later says they do have the invoice	Accept new evidence; do not keep the waiver forever
Rapid short comments	Avoid re-asking the full checklist every time

TIP

Write playbook instructions and transition guidance in plain support language. Action names, statuses, and event types already live in the form fields — free text should explain when and how to treat the customer, not system enums.

Frequently Asked Questions

Why don’t I see Ticket playbooks in the menu?

Your role needs the ticket-automation-playbooks permission. Ask an administrator to grant it.

Does editing a playbook change the client ticket form?

No. The client form still uses the ticket type rules. Playbooks only configure AI automation.

What happens if a type has no playbook?

Automation does nothing for that type (no AI call, no automatic ticket changes).

How do I turn automation off for one ticket?

In the ticket detail, use the AI assistant switch while it is on. Turning it off sets automation_enabled = 0 so the AI stops assisting; the assigned executive keeps the ticket. Once off, the switch is not offered again — AI assistance cannot be re-enabled on that ticket from the UI or ticket update API. Eligible client and automatic creates may still set automation_enabled = 1 at creation. Each off change is written to the logs table (log_type = ticket_automation.enabled.updated).

How do I turn automation off globally?

Set active to off on the tickets_automation feature flag (Ticket playbooks → Feature flags). Producers stop enqueueing and the admon worker no-ops. Country / company / carrier eligibility still comes from that flag’s rules.

Why is escalate not sending mail automatically?

Current behavior prepares an AI mailing draft for review (and assignment when needed). Full auto-send / carrier service-report wiring may still be phased.

What happens if the customer refuses to provide a required document?

After one clear denial, the AI should offer allowed alternatives once. If the customer still cannot provide them, the playbook may allow escalate with that required item waived, a continuity message to the customer (no “handing you to an agent” wording), and assignment to an executive. See Covered client scenarios.

Related

• Technical overview — Architecture for developers
• AI Hub guide — Other AI menu tools (/ai/config)