The “Support” tab shows tickets from sellers on your domains only. The list refreshes on its own.
Modes#
The switcher at the top of the tab sets who answers sellers:
AI
The default mode: the AI answers sellers in the chat instantly, day and night.
Support
You answer sellers yourself, from the panel. The AI stays silent.
The mode is one for all your domains and switches instantly. A new domain immediately gets the same mode as the rest.
Working with a ticket#
A dot on the left of a ticket lights up if it has unread messages. The “AI” or “Human” badge shows who is currently handling the conversation. Open a ticket — inside you can:
- Reply to the seller. As soon as you reply, the AI stops writing in this ticket.
- “Take over” / “Give back to AI”. The first button turns the AI off in this ticket, the second turns it back on.
- “Translate to Russian”. Shows a translation of the seller’s messages under the original if they write in another language. Your choice is remembered in the browser.
- “Delete”. Removes the ticket from the list.
Each message is labeled with who wrote it: the seller, “AI” or “Human”. The labels are visible only to you; the seller does not see them.
Notifications#
To avoid missing questions, enable the “Support message” notification in the bot — see Telegram notifications.
Tips#
- If a question is about money or a specific request, it is better to answer yourself: click “Take over”.
- Do not promise a seller payout times you do not know: seller payouts and their timing are decided by the shop, not by you.
- The support link on the site itself (Telegram or another contact) can be set in Design.