Documentation / Working with tickets
No reply needed
In short: Not every customer message needs a reply. aishaa can recognise a “thank you”, an automatic notification or a conversation that is already running through another channel. Such a ticket gets the No reply needed chip, aishaa does not write a proposal for it, and you confirm the verdict with one click or handle the ticket anyway.
Where to find this
Open a ticket via Tickets. The No draft created notice then appears above the editor. The No reply needed chip is shown in the ticket’s top bar and on the ticket’s row in the ticket overview. The filter panel of the ticket overview has the Only ‘no reply needed’ checkbox.
Who: from the Agent role upwards. Confirming or handling anyway applies per ticket. An Organisation admin sets which way of working your organisation uses (see No reply needed and silent conversations).
What you see on the ticket
When aishaa considers that the customer’s last message does not need a reply, you see three things:
- The No reply needed chip in the top bar and in the ticket overview. Hover over it for the explanation: No reply needed according to the followed by the step that decided this (mail headers, understanding, composer or Silence), the certainty as a percentage, and either Taken out of the workload. or Shown only; still in the workload.
- The No draft created notice above the editor, with the text aishaa sees this as followed by the reason and wrote no draft. Handle it anyway if you disagree. If aishaa could not name a reason, it says aishaa thinks this message probably does not need a reply. The editor is empty; there is no proposal from aishaa to check.
- A tooltip on the notice with the details: Reply need (the verdict), Confidence (percentage), Reason and Signals (the individual steps that came to the same conclusion, each with its own certainty).
The No draft created notice above the editor of a ticket, with the reason and the buttons Correct, nothing needed and Handle anyway.
Reasons aishaa can give
| Reason | Meaning |
|---|---|
| Closing remark | The customer closes the conversation, for example with a thank you. |
| Delivery | The customer sends something that was already asked for, without a new question. |
| Notification | The message is an automatic or informational notification. |
| Handled elsewhere | The conversation is already being handled through another channel or ticket. |
| Unwanted | The message is unwanted and does not call for a response. |
| Delivery after silence | A conversation that had been quiet for a while, in which the customer only sends something. |
Confirming: Correct, nothing needed
If you agree with aishaa, click Correct, nothing needed (on a narrow screen Confirm). The ticket gets the status Answered and no longer counts towards the workload. The ticket timeline shows the line A person confirmed: no reply needed with the reason, Ticket set to answered.
Confirming only works on tickets with the status Open or Answered. If the customer later sends a new message after all, the ticket simply becomes Open again.
Handling it anyway
If you think the customer does deserve a reply, click Handle anyway (on a narrow screen Handle). The notice disappears and aishaa continues her work on the customer’s last message, now with the request to reply after all. She does not start over: what she has already read and looked up, she keeps using. She writes the safest usable reply; anything she is not sure of, she leaves open as a placeholder. As soon as that is ready, the proposal is in the editor and you continue as with any other ticket. The timeline shows Handled anyway: aishaa’s verdict with the reason was overruled by an agent.
If aishaa is still working on the message at that moment, you see aishaa is still working on this message. Ask again when she is done. If the last message is your own, you see The latest message is ours, so there is nothing for aishaa to answer.
Of course you can also type and send a reply yourself straight away; you do not need to click Handle anyway for that.
Filtering and confirming in bulk
This is how you clear a whole series of these tickets in one go:
- Open Tickets and tick Only ‘no reply needed’ in the filter panel. The overview now shows only tickets for which aishaa gave this verdict.
- Turn on bulk status mode with the Enable bulk status update mode button in the toolbar and tick the tickets you want to confirm.
- Open the Mass status update menu and choose Confirm: no reply needed. This option is only in the menu while the filter is on.
- You see the message with the number: tickets confirmed as no reply needed.
The filter panel of the ticket overview with the Only ‘no reply needed’ checkbox and the Mass status update menu with the option Confirm: no reply needed.
The three ways of working and what they mean for the inbox
What aishaa does with such a verdict depends on the way of working set up for your organisation. It is set per channel (No reply needed (e-mail) and No reply needed (WhatsApp)) and has three settings, in increasing order of how much aishaa takes off your hands.
| Option | What you notice in the inbox |
|---|---|
| Show only | You see the chip, the notice above the editor and the timeline line aishaa: no reply needed (…). Shown only. Nothing else changes: the ticket stays Open, counts towards the workload and the waiting time keeps running. |
| Take out of the workload | As above, plus: the ticket no longer counts in the inbox counter, is not in the dashboard action list and the waiting time counter stops. The status stays Open, so the ticket remains visible in the overview. Timeline line: Taken out of the workload. |
| Set status automatically | As above, plus: aishaa sets the ticket to Answered itself. Timeline line: Set to Answered. If your organisation closes answered tickets automatically after a number of days, the ticket then becomes Closed by itself. |
In all three settings you can still click Correct, nothing needed or Handle anyway.
A calmer pace when nobody is waiting
When nobody is waiting for a reply, aishaa sometimes works at a calmer pace. You then see notices above the editor saying that it is taking a little longer, for example Nobody was waiting, so aishaa took the slow lane. She is still on it. As soon as someone opens the ticket, processing goes back to full speed immediately.
Silent conversations
Besides the verdict on arrival, aishaa looks every day at conversations that have been quiet for a while. If a conversation has been quiet for longer than the set number of days, aishaa assesses whether it still needs a reply. You recognise that verdict by the step Silence in the tooltip and by the reason Delivery after silence. An Organisation admin sets the number of days.
Good to know
- None of the three ways of working sends a message to the customer. “No reply needed” only means that no proposal is created and, depending on the way of working, that the ticket is taken out of the workload.
- Confirmations and handle-anyway decisions are tracked. The No reply needed report shows how often the verdict was right, how often a colleague replied anyway and which reasons occur most often.
- The chip disappears as soon as you confirm the ticket or handle it anyway. If a new customer message comes in, aishaa assesses that message again.
- If you want a proposal for a specific ticket after all, click Handle anyway. There is no setting per customer or per sender to switch the verdict off; the way of working applies per channel to the whole organisation.
- If you do not see the No draft created notice but also no proposal, something else is probably going on. See aishaa does not create a proposal.