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Amomic-AI

Ticket settings

Admin settings for Tickets. Route new tickets automatically, choose which WhatsApp number ticket replies come from, and get the ticket update template approved.

Open Tickets

Two buttons at the top of Tickets are for owners and admins only: Routing, which decides who new tickets go to, and Reply settings, which decides which WhatsApp number a reply leaves from. Members do not see them.

For working tickets day to day, see Working tickets.

Routing #

Routing opens Ticket assignment.

Automatic routing to three selected members, by who has fewer open tickets.
Setting Options
Assignment mode Manual — members claim active tickets (default): new tickets arrive unassigned, any member can claim one, and admins can assign any ticket. Automatic — route each new ticket: each new ticket is assigned the moment it is created.
Assign to whom Automatic only. All active team members, All admins and owners, or Selected people. With Selected people, tick who is in the pool. Add members takes you to Settings to invite someone.
How distribution works Automatic only. Distribute equally (round robin) takes turns through the pool. Give to the person with fewer open tickets picks whoever has the fewest active tickets (New, Open, Pending or Waiting customer) right now.

The footer shows how many active people the workspace has. Save routing is disabled while Selected people has nobody ticked.

What to expect:

  • Routing applies to new tickets only. Saving it never reassigns tickets someone already has, and it does not pick up the tickets already sitting unassigned. Assign those by hand.
  • It covers every new ticket: from an agent, from a live-support fallback, from the API, and the ones you create with New ticket.
  • If nobody in the pool is an active member, the ticket arrives unassigned rather than failing.
  • Presence does not count. A member who is off today still gets tickets. If someone is on leave, take them out of Selected people for the duration.

Reply settings #

Reply settings opens Ticket reply settings. It answers one question: which WhatsApp number does a ticket reply come from?

With one WhatsApp number there is nothing to choose.

Which number replies come from #

A ticket that arrived on WhatsApp always replies from the number the customer wrote to. No setting overrides that, because a reply from an unfamiliar number reads as a stranger who somehow knows about their problem.

This setting is for every other ticket that is answered on WhatsApp: tickets from a phone call or from web chat where the customer left a phone number. (See where a reply goes.)

What the dialog shows depends on how many WhatsApp numbers the workspace has:

Numbers What you see What happens
None No WhatsApp number is connected to this workspace yet. Replies that need WhatsApp cannot be sent. Connect a number in Channels → WhatsApp.
One You have one WhatsApp number, so there is nothing to choose, with the number. Save is disabled. Replies go out from that number. Nothing to do.
Two or more A list of numbers to choose from. Replies go out from the one you choose.

With two or more numbers and none chosen, the dialog shows a red warning: No number is chosen, so these replies are not reaching customers. Amomic-AI will not guess. Every reply that needs a number is held on the ticket instead (Held — waiting on a setting). Choose a number and Save: everything held goes out within a few minutes, without anyone reopening the tickets.

Once a number is chosen, the dialog has no way to go back to no number; to change it, choose a different number and Save.

The ticket update template #

Reaching a customer who has been quiet for over 24 hours needs a WhatsApp template Meta has approved: the customer gets a short notification and taps View update to receive your reply. Amomic-AI provides this template for each number, as amomic_ticket_update. See The 24-hour window.

Beside each number in the list is where its template stands:

Tag Meaning
Approved Ready. Quiet customers can be reached from this number.
Using yours You nominated one of your own approved templates instead, and it is in use.
In review Sent to Meta, waiting for an answer. Usually under a day.
Rejected Meta turned it down.
Needs approval Never sent to Meta.

A number that is not ready shows a sentence explaining it, and Send for approval unless it is already in review. A rejected template can be sent again from here or from Channels → WhatsApp → Amomic-AI templates.

On a workspace with one number the dialog shows no list, so check the template from Channels → WhatsApp → Amomic-AI templates instead. See Templates.

A number with an unapproved template can still be chosen. Replies inside the 24-hour window leave from it normally. Replies to quiet customers are retried and, after three failed attempts, marked Never delivered. Once the template is approved, open those tickets and use Send again.

Use your own template

If you have brand requirements, you can nominate one of your own approved templates from Channels → WhatsApp → Amomic-AI templates. It must carry the same three variables and a tappable quick-reply button. A link button opens a browser and would never reopen the conversation. If your template stops being approved, replies fall back to the Amomic-AI one.

Troubleshooting #

New tickets are still unassigned after I turned on Automatic. Routing applies from the next ticket created. Tickets already in the queue keep their state. If new ones are unassigned too, check that Selected people still includes at least one active member.

One person gets far more tickets than others. With Give to the person with fewer open tickets, someone who resolves fast keeps being picked. Switch to Distribute equally (round robin) if you want turns instead.

Replies say Held — waiting on a setting. The workspace has more than one WhatsApp number and none is chosen here. Choose one and save.

Quiet customers never get replies. The ticket update template for the number they are on is not approved. Look at its tag in this dialog, or in Channels → WhatsApp → Amomic-AI templates.