Bot Ticket vs. Agent Ticket
In your Support Inbox, tickets are categorized as either Bot Tickets or Agent Tickets, depending on who is handling the conversation at any point in time. This classification helps you understand whether the ticket is currently automated or requires human intervention, and it also determines how certain workflows behave.
What is a Bot Ticket?
A Bot Ticket is a conversation that is initiated and handled by your automation or chatbot system. It is applicable to channels where bot workflows are enabled, primarily WhatsApp and Instagram.
A ticket becomes a Bot Ticket when:
- A customer starts a conversation on WhatsApp or Instagram, and
- Your automation (bot) is configured and active on that channel
As long as the bot is handling the conversation and the customer is progressing through a defined bot flow (e.g., FAQ, order status, feedback), the ticket remains a Bot Ticket.
Transition: Bot Ticket ➝ Agent Ticket
The moment the bot cannot handle the request, or if the user explicitly asks to talk to a human, the ticket transitions to an Agent Ticket. This transition is seamless and happens within the same ticket - the bot gracefully exits, and the ticket is handed over to an agent.
Common triggers for this transition:
- Customer selects “Talk to an agent”
- Bot does not understand free-form input and exits with fallback
- Specific flow completion triggers escalation
Once this transition happens, the ticket:
- Changes type from Bot Ticket → Agent Ticket
- Becomes visible in the agent’s view
- Prevents the bot from responding further unless reassigned back
What is an Agent Ticket?
An Agent Ticket is one that is:
- Handled manually by a support agent
- Created by an agent/admin, or
- Automatically assigned to an agent due to bot escalation
- Agent/Admin took over a bot ticket
Agent Tickets are the standard mode of operation for:
- Email tickets (since bots do not operate on email)
- WhatsApp and Instagram, if bot automation is disabled
- Manually created tickets initiated by your team
📌 In all of these cases, the ticket is created directly as an Agent Ticket — no bot intervention is involved.
Summary Table
Channel | Bot Enabled? | Ticket Type on Customer Message | Transition to Agent Possible? |
WhatsApp | ✅ Yes | Bot Ticket | ✅ Yes (based on flow or fallback) |
WhatsApp | ❌ No | Agent Ticket | ❌ N/A |
Instagram DM | ✅ Yes | Bot Ticket | ✅ Yes (based on flow or fallback) |
Instagram DM | ❌ No | Agent Ticket | ❌ N/A |
Email | N/A | Agent Ticket | ❌ Bot not supported |
Agent-Created (All Channels) | N/A | Agent Ticket | ❌ Always manual |
Why This Matters
- Helps agents know who was handling the conversation initially
- Enables better reporting and SLA tracking by separating automated vs. manual efforts
- Allows support teams to scale efficiently using automation without losing visibility when human support is needed