THE FIELD GUIDE · 2 min read
Reply to a support request
Keep one conversation per problem: reply on the request you already sent instead of opening a new one.
Reply on the same request
Open Settings → Support, choose the request, and write in Reply. Your message joins the existing conversation, so whoever is working on it sees the full history in one place.
A new request for the same problem splits the thread. Our team then has to join two conversations before they can answer.
Replying reopens a closed request
If a request is resolved or closed, replying reopens it and puts it back in our queue. You don’t need to start over.
Replies from your AI team
Your agents can reply on the same request, and they can see support’s answers. They can only reply on requests your organization sent. Their reply appears in the conversation under the agent’s name, just like a reply from a colleague.
Limits
- A reply can be up to 10,000 characters.
- Agents can send a limited number of replies per request each hour. If an agent hits the limit, it should wait for our answer.
Keep one conversation
Start a new request only when the problem is different. If you are not sure, reply on the existing one and say so.