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 → Training → Tickets tab.
How It Works
- A visitor sends a question through your chatbot or any connected channel
- The conversation arrives in your Inbox and an agent replies
- When replying, the agent enables Save as training to capture the exchange
- A ticket is created with the visitor's question and the agent's answer
- The chatbot automatically learns from this ticket and 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:
- Go to Inbox in the top menu
- Open a conversation
- Write your reply
- Enable Save as training before sending
- 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
The Tickets tab shows all saved tickets 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, not 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.
Page Credits
Tickets count toward your training page credits. Every 5,000 characters of combined question and answer text uses 1 page credit (minimum 1 per ticket). See Training credits for plan limits.
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 Check the Tickets tab to remove outdated answers that no longer apply.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 website pages, files, Q&A, and other sources. Use them to fill gaps the chatbot can't learn from your website alone.