Skip to main content
When Egentify’s AI agent cannot resolve something on its own, it escalates to your team as a ticket. These settings, all under Store Settings > Ticketing, control what happens next: who the ticket goes to, how urgent it is, whether the customer is one of your best, and how inbound support email is handled. For the agent’s own behavior in conversation, see Agent Settings.

​
Ticket creation and routing

Round-robin only distributes to team members you have added to the participant list. Removing someone from your team does not remove them from that list, so update it separately. See Team & Roles.

​
VIP customer detection

Egentify flags customers as VIP based on their spend or order history. VIP status shows in the customer summary sidebar when your team opens a ticket, so whoever picks it up knows immediately that this is a high-value customer. A customer is flagged as VIP if they meet either threshold, not both.
Set these from your actual order data rather than round numbers. A threshold that captures your top 5 to 10 percent of customers is useful. One that flags half your customers is noise.

​
Email handling

Inbound support email is configured here too, including your forwarding address and how much the AI does on its own. For forwarding setup, threading, and attachments, see the Email guide.

​
Who can change these

Owners, admins, and Technical Specialists can change ticketing settings. Chat Supervisors can work tickets but see these settings in read-only form.