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The customer wants a human

Inbox · Mission 3: Read a ticket

The customer wants a human

Take the ticket and reply yourself. If Alma shouldn't reply on her own, block autopilot for the ticket or for the customer's email at the bottom of the info panel.

0:00 / 0:14

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Clip from the chapter “The customer” · 0:36–0:51

How to do it · 4 steps

1Open the ticket and assign it to yourself.
2In the info panel, click Block autopilot on this ticket.
3If the customer should always get a person, click Block autopilot on this email instead.
4Reply yourself. Open emails with autopilot blocked also show up in the Needs Human folder of the Email group.

Practice it: Read a ticketTry it yourself in a copy of Wilmo. Nothing is sent.

Asked in other ways

“The customer doesn't want to talk to a bot”
“The customer asks for a real person”
“How do I stop Alma for one customer?”
“customer wants an agent not AI”

Related answers

SetupTurn Alma on for email, chat or Instagram“How do I turn on the AI agent?”See the answer
InboxThe customer writes in another language“The customer writes in French, what do I do?”See the answer
InboxHand a ticket to a teammate“How do I give a ticket to a teammate?”See the answer

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