Features
Tell customers what is wrong and where their case stands
When something breaks, declare a known issue: the chat shows a banner and every new conversation gets one calm reply. When a customer has a case open, they can follow it on a page of your own, without signing in.
Get startedKnown issues on Enterprise. The case status page works through the help centre, from Starter.
From the incident to the all clear
- 1
Declare the issue
Write what customers read, in each language, and say who it concerns.
- 2
Customers are told
A banner in the website chat and the help centre, and one first reply in place of the away reply.
- 3
Tickets are gathered
Conversations in scope join the issue, and can be kept out of service targets.
- 4
Resolve it
Resolving closes the open tickets it gathered with one note and, if you choose, a last message.
What you control
The case status page is yours to word: stages, documents and updates are written by the team.
- Who it concerns
- Channels, languages, countries or contact tags.
- The AI
- The AI agent answers from the issue’s words first.
- The report
- How many conversations came in during the issue, by channel and hour.
- Tell customers
- A draft campaign to those concerned, with consent, opt-outs, quiet hours and caps applying.
- Check with two details
- The case number plus the email or phone it was opened with. A wrong answer says nothing about which part failed.
- Stages in your words
- Write what each stage means for each ticket type, with the expected time and, if you allow it, the target date.
- Documents and messages
- Ask for a document, receive it on the ticket, and let the customer add a message.
- Updates
- Email on each change, and WhatsApp through an approved template. SMS updates are not available.
Known issues on Enterprise
Known issues are on the Enterprise plan. The case status page needs a help centre, which comes from Starter, and can be switched off for a brand or a ticket type.
Questions
Do customers need an account to check a case?
No. They give the case number and the email or phone it was opened with. Five tries an hour are allowed per case.
Will customers get messages about every change?
Only if they agree on the page. Each change is sent once, by email, or by WhatsApp when you connect it.
What happens to tickets when the issue is resolved?
Only the open tickets it gathered are closed, with one note, and an optional message to each customer.
Can it go on our own site or app?
Yes. It can be embedded like the chat, and the same answers are in the public API.
Is there an SMS option?
Not today. Updates go by email and WhatsApp.
Keep customers informed without extra replies
