We’re thrilled to announce that we’ve added a new feature to chat to help you control your ticket volume. We believe this feature will help you reduce the flow of conversations, making your interactions with customers more efficient.

This option is only available for Automation Add-On subscribers when article recommendation is turned off and it’s located in the Preferences tab of the chat settings.

Once enabled, your customers will only be able to start a conversation through an automated interaction (quick responses, flows or order management). This is intended to reduce the volume of tickets by pushing more deflection through the add-on’s features. A ticket will only be created if the automated interaction fails and the shopper says they need more help.