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Close Helpdesk After Response

Currently available for Intercom email tickets only. Other helpdesks coming soon.
When enabled, the AI closes the helpdesk conversation after each response — but keeps the ticket alive in Cevro. If the player replies, the same ticket continues seamlessly. No new ticket, no re-authentication. This is ideal for email workflows where conversations are naturally asynchronous. Players reply on their own schedule, and the AI picks up right where it left off.

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How to Enable

1

Navigate to Ticket Lifecycle

Go to Settings → Agent Configuration → Ticket Lifecycle
2

Switch to Email channel

Select the Email tab to see email-specific settings
3

Enable the toggle

Turn on Close helpdesk conversation after response

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What Happens

Player sends email → AI responds → Helpdesk conversation closes
                                          ↓
Player replies → Conversation reopens → Same ticket continues
  • After each AI response, the helpdesk conversation is marked as closed
  • The Cevro ticket stays open — ready for the player to reply
  • When the player replies, the conversation reopens automatically and the AI continues processing

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Intercom Prerequisite

Intercom must be configured to reopen conversations when a player replies. This is Intercom’s default behavior — no special setup needed unless your workspace has customized Intercom’s reopen rules.

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Interaction with Auto-Close

When this toggle is on for email, the auto-close settings (check-in timer and close-after-idle timer) are hidden. Since the conversation is already closed after each response, idle timers don’t apply. When this toggle is off, the existing check-in and auto-close behavior works as normal.

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Auto-Close (Inactivity Timers)

For situations where a player stops responding mid-conversation.

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Check-In Message

After a configurable period of player silence, the AI sends a follow-up:
“Hey! Just checking in — is there anything else I can help you with?”
Settings:
  • Check-in delay — Minutes to wait before sending (1–1440)
  • Check-in message — Example message for the AI to follow

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Auto-Close

If the player still doesn’t respond after the check-in, the ticket is closed:
“Thanks for chatting! I’ll close this for now. Feel free to reach out anytime.”
Settings:
  • Close delay — Additional minutes after check-in before closing (1–1440)
  • Close message — Example message for the AI to follow

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Timeline

With a 30-minute check-in and 60-minute close delay: 
Player message → ... 30 min silence ... → Check-in sent → ... 60 min silence ... → Ticket closed

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Auto-Resolve

When enabled, the AI can close tickets proactively when it determines the issue is resolved — without waiting for inactivity timers. The AI auto-resolves when:
  • The player confirms their issue is resolved
  • The player thanks the agent and indicates satisfaction
  • The requested action was completed successfully
The AI will not auto-resolve when:
  • The player has unanswered questions
  • An issue is still pending (e.g., withdrawal processing)
  • The player expressed dissatisfaction