Training from Tickets

Tickets let you turn real agent replies into training data for your chatbot. When an agent replies to a conversation in the Inbox, that reply can be saved as a question-and-answer pair that the chatbot learns from.

How to get there: Go to Setup → Chatbot in the top menu → click your chatbot → Tickets tab (under the Training section in the sidebar).

How It Works

  1. A visitor sends a question through your chatbot or any connected channel
  2. The conversation arrives in your Inbox and an agent replies
  3. When replying, the agent enables Save as training to capture the exchange
  4. A ticket is created with the visitor's question and the agent's answer
  5. The ticket is automatically indexed so the chatbot can use it in future conversations

A title is auto-generated for each ticket to make it easy to find later.

Creating Tickets

Tickets are created from the Inbox when replying to a conversation:

  1. Go to Inbox in the top menu
  2. Open a conversation
  3. Write your reply
  4. Enable Save as training before sending
  5. Send the reply — a ticket is automatically created

The visitor's question is extracted from the conversation messages, and your reply becomes the answer.

Managing Tickets

Viewing Tickets

The Tickets tab shows all saved tickets for your chatbot in a table with:

  • Title — Auto-generated summary of the topic
  • Subject — The original conversation subject
  • Date — When the ticket was created
  • Actions — View the original conversation, edit the title, or delete

Use the search bar to filter tickets by title or question content.

Editing Titles

Click the edit button on any ticket to change its auto-generated title. This only affects the display name — it does not change the training content.

Deleting Tickets

Click the delete button to remove a ticket. This also removes it from the chatbot's training data. The original conversation in the Inbox is not affected.

Training Credit Usage

Tickets count toward your training pages quota. Every 5,000 characters of combined question and answer text uses 1 training page credit (minimum 1 per ticket). The credit usage bar at the top of the tab shows how much of your quota is used across all training sources.

Tips

  • Save high-quality replies — Only save replies that you'd want the chatbot to repeat. Generic or one-off answers may not be helpful as training data.
  • Review periodically — Check the Tickets tab to remove outdated answers that no longer apply.
  • Complements other training — Tickets work alongside webpages, files, FAQs, products, and revised answers as knowledge sources for your chatbot.
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