Customer Support Requests Opened by the Assistant - Avosist
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CUSTOMER SUPPORT REQUESTS

Customer Support Requests the assistant opens the request, you follow it from the list.

A topic the assistant cannot resolve should not get lost somewhere. In Avosist the assistant opens a support request when it hands the conversation over to the team or when the customer wants to be called back. The request holds the customer’s message, the reason for hand-over and the conversation history; you are notified and you mark the request “In progress” or “Resolved”.

Start free How it works

No credit card needed. Before going live you can write to the assistant as a customer on the test screen in the panel.

IN SHORT

What is a customer support request?

A customer support request is the record the assistant opens when it leaves to the team a topic it cannot settle on its own. Even as the conversation moves on, the request stays in the list; it is clear who is waiting for what.

In Avosist the assistant opens the requests: when it hands the conversation over to the team, when the customer leaves a name and phone number and asks to be called back, or when a caller on the phone asks for a matter to be noted. A second request from the same customer within 14 days does not open a new request; it updates the open one.

Who opens it
The assistant does; there is no separate form for the customer to fill in and no manual “new request”.
What it holds
Customer, channel, reason for hand-over, the assistant’s context note, the customer’s message and your note.
Statuses
Open, In progress and Resolved.
The assistant’s return
When a request opened by a hand-over becomes “Resolved”, the assistant works in that conversation again.

SETUP

How do support requests work?

No setup is needed; requests open by themselves while the assistant is live. For website chat you switch this ability on in the chat window’s settings.

  1. The assistant opens the request

    When the customer asks for someone in charge, when the matter needs a human decision or when the customer wants to be called back, the assistant opens the request and tells the customer that the team will look after it.

  2. You are notified

    When a request is opened you get a notification in the panel, by e-mail and on your phone. The hand-over notification is always sent by e-mail.

  3. You take the request on and resolve it

    You take the request with “Take on” (İşleme Al), add a note and move to the conversation with “Go to chat” (Sohbete Git). When the work is done you mark it “Resolved”.

Start free

Creating an account is free. Take the first step; the panel shows the rest one step at a time.

WHAT IT DOES

What does Avosist do with support requests?

The four jobs between the opening of a request and its closing, and how each is done.

01

It turns a topic it cannot resolve into a request

When the assistant hands the conversation over to the team, a support request is opened. The request contains the reason for hand-over, the assistant’s context note on the matter and the customer’s message; your team does not have to ask the customer about it from the start.

  • Reason for hand-over and context note
  • The customer’s message and the conversation history
  • The customer is told that the team will take over
WhatsAppExample conversation

Customer: I would like to speak to someone in charge.

Assistant: I am handing you over to our team. The team will take over the conversation here.

Conversation handed over to the team · automatic replies stopped

02

It records a call-back request with name and phone number

When the customer wants to be called, to get a quote or to hear back on a matter, the assistant takes their name, phone number and request and records it as a support request. For a customer who calls by phone, the voice assistant can also open a request in the same list.

  • Name, phone number and request
  • Requests are opened from phone calls too
  • A second request within 14 days updates the open request
InstagramExample conversation

Customer: Could you call me about a price quote?

Assistant: Of course. Could you write your name and phone number?

Customer: Ayşe Kaya, 0532 000 00 14

Support request opened · team notified

03

It shows requests in one list with their status

On the Customer Support Requests screen each request appears with its customer, channel and status. You can take a request on, add a note, open the conversation history or go straight to the chat.

  • Open, In progress, Resolved
  • “Go to chat” (Sohbete Git) and “Chat history” (Sohbet Geçmişi)
  • An agent note can be added
Customer SupportExample screen
  • Ayşe K. · Call-backOpenWhatsApp · “Call me about a price quote”
  • Mert D. · Damaged productIn progressInstagram · Note: exchange opened
  • Selin A. · InvoiceResolvedWebsite chat · Invoice sent

04

When you mark it “Resolved”, the assistant comes back

When you mark a request opened by a hand-over as “Resolved”, the assistant starts replying in that conversation again. So you do not need to switch the conversation back on separately for a matter you have closed.

  • “Resolved” switches the assistant back on in that conversation
  • “Reopen” (Geri Al) opens the request again
  • Requests are used when they are enabled in your plan
Conversations and hand-over to the team →
Request · Mert D.Example screen
  • Reason for hand-overHand-overCustomer asked for someone in charge · damaged product
  • Agent noteNoteExchange record opened, new product has shipped
  • StatusResolvedResolved · assistant switched back on

CHANNELS IT WORKS ON

This feature works on the channels listed here. You connect each channel on its own; the knowledge base and the conversation screen are shared.

AI assistant →
Try it free

To see these examples with your own information, create your account and write as a customer on the test screen.

WHO USES IT

Who uses support requests?

Any business where the assistant cannot resolve everything on its own. Three typical uses:

E-commerce

Customer asks: “The product arrived damaged.”

AssistantThe assistant opens the request; the team starts the exchange and marks it “Resolved”.

Clinics and consultancies

Customer asks: “Could you call me?”

AssistantTakes the name and phone number and records a call-back request.

Corporate sales

Customer asks: “Can I get a quote?”

AssistantTurns the enquiry into a request; the sales team takes it on from the list.

The customer is not given a request number; requests are not assigned to a member of staff and no response-time target is kept.

QUESTIONS

Questions about customer support requests

In Avosist the assistant opens a support request when it hands the conversation over to the team or when the customer wants to be called back; the request holds the customer’s message, the reason for hand-over and the conversation history, and the business owner is notified.

Who opens a support request?
The assistant does: when it hands the conversation over to the team, when the customer leaves a name and phone number and asks to be called back, or when a caller on the phone asks for a matter to be noted. There is no separate form for the customer to fill in.
What information is in a request?
Customer, channel, reason for hand-over, the assistant’s context note, the customer’s message and the agent note you add. You can open the conversation history from the request.
How do I find out that a request has been opened?
You get a bell notification in the panel, an e-mail and a phone notification. The hand-over notification is always sent by e-mail.
What does the assistant do when I close a request?
When you mark a request opened by a hand-over as “Resolved”, the assistant starts replying in that conversation again.
Is a new request opened if the same customer writes a second time?
A second request from the same customer within 14 days does not open a new request; it updates the open one.
Are requests opened in the chat on my website too?
Yes, if this ability is switched on in the chat window’s settings. You decide for each window which fields are required.

OTHER FEATURES

Other features in the same group

Each feature has its own page that says plainly what it does and what it does not.

Knowledge Base Your website, your files and your question-and-answer rules; the assistant speaks from these alone. Open page → Product List No store? List your products in the panel and the assistant quotes prices from there. Open page → Learning from Team Replies Learns the facts in the replies your team writes by hand, and answers the same question itself next time. Open page → Conversations and Hand-over WhatsApp, Instagram and Messenger in one list; the assistant hands over what it cannot settle. Open page → Voice Note Understanding Turns the customer’s voice note into text and answers in writing. Open page →

Let a handed-over topic wait in the list, not be forgotten.

Open your account and put the assistant live. Every topic it cannot resolve lands in your list as a request.

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OFFICIAL PRODUCT SOURCE

Customer support requests information, verified by Avosist

This page describes current Avosist capabilities. Availability can depend on the connected account, platform permissions, enabled integrations and licence.

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