This guide explains how tickets are managed when Shipped AI is enabled, what tags are applied, and how to properly intervene when necessary.

Conversation Handling Flow

The lifecycle of a ticket with AI follows these steps:

1. Ticket Received – Customer message enters your CX platform.

2. Ticket Classified – AI checks if the issue matches an enabled use case.

3. Ticket Intercepted – AI takes over and begins responding.

4. AI Responding – AI continues engaging with the customer.

5. Ticket Resolved or Escalated – AI either resolves the ticket or escalates to a human agent.

Ticket Status and Tags

When AI intercepts a ticket, tags are applied to indicate status:

• shipped-ai-intercepted – AI is actively responding (ticket moves to Closed after each AI reply).

• shipped-ai-resolved – AI ended the conversation (customer confirmed resolution or 3 days idle).

• shipped-ai-escalated – Ticket escalated to a human agent with an internal note summary.

• shipped-ai-intervened – Human agent manually took over.

Manual Interventions

If a conversation requires human intervention:

1. Add the shipped-ai-intervened tag.

2. Reply to the customer.

Other scenarios:

• If the issue is resolved in another channel

  1. Add the shipped-ai-intervened tag.

  2. Close the ticket.

• If merging human + AI tickets

  1. Add the shipped-ai-intervened tag to the AI ticket.

  2. Merge it into the human agent’s ticket.

Ticket Fields

• When AI resolves a ticket, it completes ticket fields automatically.

• When a ticket is escalated, the human agent must complete the fields.

• Ticket field settings can be configured in your platform’s channel or admin settings.

Viewing AI Tickets

You can create filtered views to easily track AI-handled tickets:

1. Use the Tags filter.

2. Select contains all of.

3. Add shipped-ai-intercepted.

4. Save or create the view.

Additional views can be created (e.g., escalated or resolved).

Feedback Collection

• Submitting Feedback

  • Provide feedback directly on the ticket.

  • Mention the AI agent and add your comments.

  • Our team will be notified automatically.

• Tracking Feedback

  • Feedback is tracked in the Agent Feedback dashboard.

  • Review discussion notes and statuses there.

AI Tags Reference

• shipped-ai-intercepted – AI is actively handling the ticket.

• shipped-ai-resolved – AI resolved the ticket.

• shipped-ai-intervened – Human agent took over.

• shipped-ai-escalated – Ticket escalated to human.

• shipped-ai-failed-kb-search – AI could not locate a knowledge base article.

If you need any assistance with AI ticket handling, please contact support@cavalry.ai.