Repository navigation
Let the support AI answer billing how-to questions - #1625
Merged
Merged
Conversation
Triage sent every billing chat to a person, so the desk's AI assistant never saw questions the dashboard answers, like where to download an invoice. A new billing-question category (invoices, invoices by email, card, plan change, cancelling) goes to the assistant for Cloud self-service customers; refunds, double charges, disputes, discounts and invoice corrections stay billing and go to a person, as do enterprise customers.
This file contains hidden or bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
Sign up for free
to subscribe to this conversation on GitHub.
Already have an account?
Sign in.
Add this suggestion to a batch that can be applied as a single commit.This suggestion is invalid because no changes were made to the code.Suggestions cannot be applied while the pull request is closed.Suggestions cannot be applied while viewing a subset of changes.Only one suggestion per line can be applied in a batch.Add this suggestion to a batch that can be applied as a single commit.Applying suggestions on deleted lines is not supported.You must change the existing code in this line in order to create a valid suggestion.Outdated suggestions cannot be applied.This suggestion has been applied or marked resolved.Suggestions cannot be applied from pending reviews.Suggestions cannot be applied on multi-line comments.Suggestions cannot be applied while the pull request is queued to merge.Suggestion cannot be applied right now. Please check back later.
Why
A Cloud customer asked in the support chat where to find the invoice for their payment. Triage tagged it
billing, and billing always goes to a person, so the desk's AI assistant never answered a question the dashboard answers in two clicks. The customer waited for a human.What changes
billing-question: how-to questions the dashboard answers (where to find or download an invoice, invoices by email, changing the card, upgrading, downgrading or cancelling).billingkeeps the problems a person must handle: refunds, double or unexpected charges, failed or disputed payments, discounts or prices, correcting an issued invoice. Priority stays High for those.routeToAssistanthandsbilling-questionlive chats to the AI assistant for Cloud self-service customers only. Enterprise and dedicated customers are billed by contract, so their billing questions still go to a person.The desk assistant's instructions, guardrails and billing FAQ snippet were updated in Libredesk to match (outside this repo).
Cloud and self-hosted
ee/supportruns only where the Libredesk triage is configured (Cloud). Self-hosted instances are unaffected.Tests
In
packages/backend:npx jest src/ee/support --maxWorkers=4: 7 suites, 84 tests passed (routing test extended:billing-questiongoes to the assistant on Cloud, not for a dedicated customer;billingstill never does)npx tsc --noEmit -p tsconfig.json: cleannpx eslinton the two changed files: clean