How a ticket works
Any issue or query from a customer becomes a ticket with a category, an urgency and a history of replies. You can open tickets manually or let them be generated automatically from incoming emails to your support mailbox.
Smart support via WhatsApp
When someone writes to the business's WhatsApp, the system recognises whether they are a registered customer (and handles them using their basic details) or an unknown contact (and handles them in a general way). Anything it cannot resolve is forwarded to your support email, which in turn automatically generates a ticket.
This feature comes disabled by default. When you enable it, you can customise the texts that guide the reply, both for customers and for unknown contacts.
What it never does: it does not write to or change anything in your database from WhatsApp (it only replies), and it does not apply to conversations with your own team.
Automatic ticket replies with AI
In the categories you mark, the AI can answer the ticket automatically:
- If it is sure of the answer — it replies to the customer by email and records it in the ticket.
- If it is not sure — it sends nothing. The ticket moves to a special "human review" status, with a draft reply saved as an internal note so that a person can review it and decide.
Each ticket is answered only once by AI; subsequent customer replies are always handled by a person. You can choose in which categories to activate it — for example, leave out the most sensitive categories (invoicing, security).
The "human review" status
It is an additional status alongside the usual ones (open, answered, closed). It means the AI chose not to take a risk and needs a person to review it. You can filter tickets by this status to handle them as a priority.
Frequently asked questions
Could a customer receive a wrong answer? It shouldn't: if the AI is not sure, it always leaves it to a person, and you control the texts that guide the answer.
Does it use anything special? There is no balance to manage: artificial intelligence is included in the platform. Usage is measured for your visibility, but there is no charge per query.
Quick summary
This BionicAdri guide explains the flow in operational language: what to do in the interface, what the platform checks and when to escalate to an ADRI agent or support. Use it as a checklist the first time and as a reference after onboarding.
- Requirement: user with permission over the described module.
- If a step fails, check your role and your permissions and the connection status (email, ERP, WhatsApp…).
- To automate the flow with AI, open ChatAI and describe the goal; the supervisor delegates to the appropriate specialist.
Frequently asked questions
Can I do it on mobile?
Yes, in most modules; some dense panels (ERP, campaigns) work better on desktop.
Are changes audited?
Relevant actions are logged in the module history or in ADRI's shift workspace.
Where do I get help?
Guides centre · Contact · Demos.
- Support
- Tickets
- IA