Talking to the agent
Redirect the agent instead of approving: answer its questions, correct it, or point it somewhere else to look.
Not happy with what the agent proposed? Don't approve it. Tell it instead. Every ticket page ends with a Write box. Choose To the agent and write to it there.
The agent reads your message, works on the ticket again, and answers in What happened. If its findings change, you get a new version of the reply to approve.
Only your team sees what you write to the agent. The requester never does.
Send a message#
- 1
Open the ticket from the Queue or Tickets.
- 2
Go to Write, at the bottom of the page. To the agent is chosen at first.
- 3
Type your message. The box says: "Ask the agent anything, or tell it what to do next. Say “merge it” to merge its fix."
- 4
Click Send to the agent.
- 5
Wait. What happened shows Agent is working… at the end. You don't need to reload.
Your message shows in What happened as your name, in blue, wrote to the agent. The agent's answer shows as Agent answered, in amber. What you've typed is kept if the page redraws itself, so you won't lose a half-written message.
Viewers don't see the Write box.
What to say#
Be specific, like you would with a new colleague.
| You want to | Example |
|---|---|
| Answer its question | "Yes, that venue is on the old pricing plan. They moved to Pro last week." |
| Stop a wrong change | "Don't make that change. The data is right; the screen shows it wrongly." |
| Point it somewhere else | "Check the payment logs for booking B-78 from yesterday instead." |
| Correct a fact | "Refunds take 5 to 7 business days, not 3." |
| Change the reply's tone | "Make the reply shorter, and don't mention the database." |
| Ask a question | "Which other venues could this affect?" |
| Start its proposed fix | "Go ahead with the fix." See Approving a fix. |
| Merge its pull request | "Merge it." See Approving a fix. |
Answering its questions#
When the agent has questions for you, they're in Now. The agent says whether what it proposes depends on the answers. If it does, they come first: Answer the agent's 2 questions first, then approve. If not, they come last: The agent's 2 questions, when you have a moment, and you can approve without them. It only asks what would change its findings, its proposal or its reply: not for permission (approving is the answer), and not for things it can check itself. In What happened, its line asked your team 2 questions lists them, marked Not answered yet · answer now ↑.
- 1
Click Answer in Now (or answer now ↑ in the story).
- 2
Write your answer in the box under each question. You don't have to answer every one.
- 3
Click Send to the agent. The agent reads your answers and carries on.
Your answers go to the agent as one message, each under its question. The questions then show Answered. You can also answer in the Write box, as an ordinary message.
What happens next#
The agent picks up where it left off, with everything it already found. Then one of two things happens:
- Its findings change. You get a new version of the reply, with updated findings. A new line in What happened says Agent looked again after your team's message. Review the new reply in Now as usual.
- Its findings stay the same. It answers your message in the story, and the current reply stays as it was, ready to approve.
It may also propose a fix or a change in the new version.
If the agent can't finish, it says so in the story, for example "I could not finish: …". The reply you had before is still there and still valid.
If the ticket reaches its cost limit while the agent works, a notice under the Write box says The agent stopped: this ticket reached its cost limit. Click Remove the limit for this ticket there to let it carry on.
If the requester writes too
If the requester sends a follow-up while you're reviewing, the waiting reply is withdrawn and the agent works again with the new message. You then get a fresh reply that answers both.
Where to see what it did#
Each time the agent works again, its line in What happened has a What it looked at link. Click it to see every step it took, in plain words. See Tickets and the ticket page.
Closed tickets#
Once a ticket is closed, the agent stops working on it and you can't send new messages. The Write box says This ticket is closed, so the agent no longer works on it. Earlier messages stay in What happened. If the requester writes again, the ticket opens again. See Closing tickets.