The same twenty questions, every day
Most merchant tickets are not unique problems — they are the same handful of questions with a different transaction ID attached. Answering them by hand is slow, and the quality of the answer often depends on which operator happened to pick up the ticket. Support inbox AI is a new layer on top of omwio's Support inbox, built to take the repetitive half of that queue off an operator's plate.
Triage before a human opens the ticket
As tickets arrive, Support inbox AI classifies and routes them, so the queue is ordered by what actually needs a person's attention rather than by arrival time. The tickets that are genuinely difficult surface sooner, instead of waiting behind a run of routine ones.
Drafted replies, grounded in the record the operator already sees
For each ticket, the module generates a suggested reply against the transaction and merchant context linked to it — the same data the operator already has access to in the panel. That keeps drafts inside the operator's existing permission boundary; nothing is pulled from outside what they could already see.
A human always presses send
The suggested reply is a draft, not an answer. An operator reads it, edits it if needed, and sends it. Nothing reaches a merchant automatically. That keeps accountability for what was said where it has always been — with the person who sent it — while still saving the time of writing the routine answer from scratch.
What changes for the queue
Two things follow from drafting against real context: new operators produce replies that read like your experienced operators' replies from day one, and the attention that used to go into the repetitive tickets is freed up for the ones that actually need judgment.
Where it sits, and what it needs
Support inbox AI is part of the Tenant manager and is assigned separately from the base Support inbox module. That means a tenant can run its ticket queue without the AI layer, and add drafting and triage on top when it's ready — the AI module requires Support inbox to already be enabled.
