AI Agent
Chat Widget AI
How AI chat works in the widget, including verification and escalation.
The chat widget runs the same core AI behavior as ticket drafting, with extra controls for visitor identity and escalation.
Widget response flow
- Visitor sends a message.
- Message is stored in the chat-linked ticket.
- AI drafts a reply (or returns an escalation decision).
- Unsafe output is suppressed before delivery.
- If escalation is confirmed, chat is handed off to a human-follow-up ticket path.
Identity verification flow
For sensitive context, Ticket0 uses email OTP verification:
- Visitor requests verification.
- System emails a 6-digit code (expires in 10 minutes).
- Visitor submits code (max 3 attempts).
- On success, the session is marked verified and AI can use verified customer context.
Without verification, AI operates in knowledge-base-only mode for that widget session.
Escalation in widget
If AI cannot answer confidently, it offers escalation in chat.
- If visitor confirms, Ticket0 creates/updates the ticket for human follow-up.
- Ticket gets escalation tags/priority based on reason code.
- Customer receives a clear confirmation that support will follow up by email.
Feedback loop from widget
Customers can rate AI replies with thumbs up/down. Those ratings feed quality monitoring and help prioritize review.
Continue with Correcting the AI.