Feature guides

Chat, tickets and routing

Use the existing Supportly screens and your authorized workspace. The feature sections below include setup guidance and a local prompt builder for each workflow.

Chat and conversations

Use Conversations to reply, monitor live messages and reconnect safely. Keep public customer messages separate from internal operator content.

Permissions: Owner/admin/agent (respond_tickets); agents access unassigned or own assigned tickets. Plan: All plans, subject to chat and AI quotas. Use /conversations.

HTTP and WebSocket share customer write limits
Revoked sessions receive no further streamed output
Reconnect resumes the authorized conversation

Tickets and internal notes

Use ticket filters, detail views, bulk actions, priorities and statuses. Add internal notes without exposing them to the customer. Observe role and assignment checks.

Permissions: Owner/admin/agent can respond and add notes; only owner/admin may delete. Plan: All plans. Use /tickets, /tickets/[ticketId].

Agents cannot access another agent's assigned ticket
Bulk actions enforce ownership and permissions per ticket

Routing and assignments

Configure automatic assignment in workspace settings and use ticket assignment controls. Respect online presence and assignment permissions.

Permissions: Owner/admin assigns others; agents may assign themselves. Plan: All plans, subject to available team capacity. Use /settings, /tickets, /team.

Routing stays within the workspace
Removing or reassigning an agent updates live authorization