Resolve your first ticket

1. Review the intake queue

Open the AI Triage view to see new conversations. Filter by brand or SLA tier if you connected multiple inboxes during setup.

Each card shows:

• Intent label suggested by CORE AI.
• Confidence score so you know whether to trust the draft.
• Knowledge suggestions with relevant snippets.

2. Inspect the AI draft

1. Click a ticket to open the composer.
2. CORE AI generates a reply draft along with rationale and linked sources.
3. Use Regenerate if the tone or language needs another pass.
4. Insert a Macro if you want to append policy reminders or troubleshooting steps.

Drafts never send without human approval unless you enable Auto-send in Automation Studio.

3. Approve and send

1. Edit the draft if required.
2. Click Approve & Send. The response is logged with metadata (model, confidence, reviewer).
3. Change the ticket status to Resolved or assign it to a teammate for follow-up.

4. Capture learnings

After closing the ticket, add a note summarizing why the draft worked or what needs tuning. Training specialists use these notes when refreshing the model.

5. Monitor follow-up

• If the customer replies, the conversation reopens in the same queue.
• The SLA timer resets based on your configuration.
• Links to escalations or Mesh jobs appear in the activity sidebar for quick access.

You have now completed the full agent loop: triage → draft → approve → resolve.