Botpress reads each incoming ticket, classifies it, assigns it to the right team, and pulls account context — so your agents spend time resolving issues, not figuring out what they are.
Most teams manually triage, categorize, and assign tickets — or rely on static rules that break the moment a new issue type appears.
The moment a ticket comes in — from email, chat, or your helpdesk — Botpress reads the content, identifies the issue type, and applies the right category and priority. No rules to maintain, no manual tagging.
After classification, Botpress assigns the ticket to the right team or individual based on issue type, language, customer tier, and agent availability.
Before an agent clicks in, Botpress has already pulled workspace config, recent activity, billing history, and bot logs — so the first reply can name the problem instead of asking about it.
For tickets matching known resolution patterns, Botpress resolves them directly. For anything requiring judgment, it escalates — with the full conversation and AI summary already there.
Most teams manually triage, categorize, and assign tickets — or rely on static rules that break the moment a new issue type appears.
Most teams manually triage, categorize, and assign tickets — or rely on static rules that break the moment a new issue type appears.
Most teams manually triage, categorize, and assign tickets — or rely on static rules that break the moment a new issue type appears.
Most teams manually triage, categorize, and assign tickets — or rely on static rules that break the moment a new issue type appears.
Botpress also handles ticket deflection, AI actions (refunds, lookups, record updates), CSAT improvement, and escalation workflows — all on the same platform, on your existing helpdesk.
Authenticate Zendesk or Intercom in one step. Tickets, agents, teams, and custom fields sync automatically — no manual configuration.
Describe your teams, their specializations, and your escalation rules in plain language. The AI uses these to route intelligently from day one.
Triage and routing activate immediately. Monitor classification accuracy, routing quality, and resolution rates from the analytics dashboard.
Authenticate your helpdesk, CRM, and any product or logging tools you want context pulled from.
Authenticate your helpdesk, CRM, and any product or logging tools you want context pulled from.
Authenticate your helpdesk, CRM, and any product or logging tools you want context pulled from.
No migration needed. Botpress connects directly on top of Zendesk or Intercom via OAuth. Your existing tickets, agents, teams, and custom fields sync automatically from day one — you keep your current setup, Botpress just adds the AI layer on top.
You describe your teams, their specializations, and your escalation rules in plain language — no code or complex rule builders. Botpress uses those descriptions to route intelligently, and also factors in agent availability and customer language. If your team structure changes, you update the description, not a routing matrix.
Botpress escalates it to a human — but not empty-handed. The agent receives a full AI summary: what the customer asked, what was already attempted, and a suggested next step. You set the confidence thresholds yourself, so you control exactly where the line between automated resolution and human handoff sits.
A CRM shows you data. Botpress pulls the right data at the right moment and surfaces it in context — workspace config, bot logs, error patterns, billing history, and prior ticket history — before the agent opens the ticket. It also cross-references similar past tickets and suggests the likely root cause, so the first reply names the problem instead of asking clarifying questions.
Yes. Botpress detects the language of each incoming ticket and, if you've configured language-aware routing, matches it to an agent who speaks that language. No manual reassignment, no tickets falling through the cracks because they arrived in Spanish on a Monday morning.