28 guides
Conversations & helpdesk
Live conversations, tickets, response times, customers and reports.
- Live conversationsFollow your customers' conversations with the AI assistant as they happen, and see at once who needs a person from your team.
- Taking over a conversation from the AI assistantWhen a customer needs a person, take over the conversation and write to them yourself in the same chat window, then hand it back to the AI assistant.
- Turning a conversation into a ticketA complaint or an order problem came in through the chat? Turn it into a follow-up ticket in one click, and the whole conversation moves with it.
- Smart ticket listEvery customer request and complaint in one place, sorted into ready-made views: My tickets, Unassigned, Overdue and Solved.
- Advanced ticket filters and searchFind any ticket in seconds by filtering on status, priority, type, channel, department, agent, tag and date.
- Bulk ticket actionsSelect several tickets and change their status or priority, assign them to an agent or department, or merge them — in one click.
- The complete ticket pageThe full history of a request — messages and changes — with its properties and the customer's details right beside it, without switching screens.
- Replying to the customer and internal notesReply to the customer or write a note for your team only, with attachments, keyboard shortcuts and a status change on send.
- Canned responses with variablesSaved replies that fill in the customer's name, ticket number and agent's name automatically, inserted in two clicks.
- AI-suggested repliesThe AI assistant reads the ticket and drafts a reply from your business's files — you review it and send it in one click.
- Automatic ticket classification and summariesThe AI assistant reads every new ticket: a summary, a category, the customer's mood, and a suggested priority and department.
- Merging duplicate ticketsCustomer opened the same request twice? Merge both into one ticket without losing a single message.
- Opening a ticket on the customer's behalfCustomer called or messaged you on WhatsApp? Log the request as a ticket in a minute so it gets followed up and isn't forgotten.
- Support departments and agent allocationSplit your support into departments (Sales, Technical support, Complaints…) and choose each department's agents, so every request reaches the right person.
- Response times (SLA) based on working hoursSet the maximum time to first reply and to resolution for each priority, counted during your working hours only — not nights or days off.
- Working hours and days offSet your working hours for each day (up to two periods a day) and your days off, so customers know when you'll reply.
- Round-robin ticket assignmentEach new ticket is automatically assigned to the next agent in line within its department, so the work is shared evenly.
- Alerts before and after a missed deadlineKauthar watches your tickets every minute and alerts you a quarter of an hour before a deadline and the moment it is missed.
- Printing a ticket and exporting ticketsPrint any ticket on an A4 page with all its messages, or export the ticket list to Excel with the same filters.
- Out-of-hours noticeWhen a customer gets in touch outside working hours, they are told automatically when to expect a reply, so they're never left wondering.
- Customers: one profile per customerEvery customer who contacted you on any channel has one profile tied to their phone number: their conversations, bookings, tickets and orders in one place, with one-tap WhatsApp and call buttons.
- Unified customer profileOne page per customer: their details, tags and your notes, their channels, and all their conversations, bookings, tickets and orders — with merging of duplicate profiles and channel confirmation.
- Purchase follow-up: «Decided?» until they buy, then their opinionKauthar follows up every customer who asked about a product, a price or a booking and did not buy: «Decided?» with buttons after one hour, then after 1, 3 and 7 days, stopping when they buy, say «not interested» or a team member takes over; after a purchase it asks for their opinion.
- Conversation reportsYour most frequent questions, answer rate, peak times and most-used files, for any period you choose.
- Ticket reports and team performanceSLA compliance, average first response, resolution time, customer satisfaction and each team member's performance — in figures.
- Ticket form for your customersA public page in your brand and in the customer's language where customers open a support ticket with attachments, without going through the chat.
- Ticket tracking portalCustomers follow their request step by step, reply and attach pictures, and confirm themselves that their problem is solved.
- Customer satisfaction rating (CSAT)After a ticket is solved, the customer rates the service from 1 to 5 with an optional comment, and the result appears in your reports.