User Guide
User Guide
User guide for every TR-AI feature — how it works, how to set it up, and tips and tricks from successful rollouts.
Getting started
How TR-AI decides what to do with a ticket, and how to roll it out safely.
How TR-AI worksWhat happens to a ticket from the moment it arrives until it is answered, reviewed or handed to your team.All plans · 5 min readRolling out safely: assisted mode and the review queueGo live in stages — review every draft first, then let confident answers go out on their own.All plans · 4 min readFinding your way around the dashboardThe sidebar, the Overview page, and where setup and settings live.All plans · 3 min readPlans, limits and what counts as a ticketDaily ticket caps, history windows, sync frequency and which features each plan includes.All plans · 3 min read
Answers & accuracy
Confidence scores, your knowledge base, past resolutions, search, follow-ups and consistent answers.
Confidence scores and thresholdsHow the score is calculated, what the 82% and 60% thresholds do, and how to make them stricter per ticket type.All plans · 6 min readYour knowledge base: sources, sync and searchConnect help-center and docs sites, Confluence, Notion, SharePoint/OneDrive, Google Drive, Guru and Document360; keep them in sync; write articles TR-AI can use well.All plans (number of sources and sync frequency by plan) · 7 min readLearning your product (domain learning)Let TR-AI log in to your product, explore every screen it can reach and learn its menus, settings and workflows, so answers give customers the exact click-path.All plans · 6 min readLearning from past ticketsTR-AI learns from tickets your team resolved — only human answers, never its own.All plans (history window: 6, 12 or 24 months) · 4 min readFree site search and paid web searchHow TR-AI finds answers outside the knowledge base — and how paid search is kept as a last resort.Site search: all plans · Web search: all plans with web search enabled · 4 min readFollow-up replies and consistent answersHow customer follow-ups are picked up, and why the same question always gets the same answer.All plans · 4 min readBrand voice and toneSet how replies sound — tone, formality, greeting, sign-off, length, emoji and words to use or avoid — without touching your answers.All plans · 5 min readMultiple brandsRun up to 10 brands in one workspace, each with its own voice and knowledge sources, matched automatically per ticket.Growth Pro · 5 min read
Actions & procedures
Let TR-AI handle “do something” tickets with live data — safely.
Procedures with live-data connectorsWrite a policy in plain English; TR-AI follows it step by step using your store, billing, returns and subscription tools, Jira or an MCP server.Bronze and Growth Pro (MCP servers: Growth Pro) · 8 min readDrafting procedures with AIDescribe a procedure in a sentence, or let TR-AI find recurring requests your team handles by hand and draft one.Bronze and Growth Pro · 4 min readShopping assistant in the chat widgetRecommend products from your Shopify catalog as cards in the chat, add-to-cart links and optional single-use discount codes.Growth Pro · 5 min readLead qualification and meeting bookingSpot prospects in chat, messaging and email, ask your qualification questions, score them hot / warm / cold, write them to your CRM and book a meeting on a rep’s calendar.Growth Pro · 10 min readRetention offers before a cancellationBefore a procedure cancels a subscription, TR-AI asks why once and offers a pause, skip or discount — and cancels if the customer still wants to.Growth Pro · 4 min readPayment linksSend customers a hosted page to pay an open invoice or a one-off amount — card details never pass through TR-AI.Growth Pro · 4 min readBackend actions and approvalsRegister your own API endpoints as actions TR-AI can propose and run with approval rules.All plans · 4 min read
Channels
Answer customers on your website, on the phone and in SMS, WhatsApp and Messenger, with hand-off to your help desk.
Website chat widgetAdd live chat to your site with one script tag; TR-AI answers and hands off to your team when needed.All plans · 6 min readLive chat and hand-off ticketsLet an agent take over a widget conversation in real time, and send hand-offs to any of the 8 supported help desks.All plans · 5 min readSMS, WhatsApp, Messenger, Instagram, Slack and TeamsAnswer customers by SMS and WhatsApp through your Twilio number, on Facebook Messenger and Instagram DMs, and in Slack and Microsoft Teams — for customers or as an internal help desk.Bronze and Growth Pro · 9 min readProactive messages: check-ins on quiet conversationsCheck in when a conversation goes quiet, and close it when nobody replies. Incident notices are now part of Known issues.Bronze and Growth Pro · 3 min readKnown issuesTell customers “we know, we are on it” the moment they write about a known problem, link their tickets, and update every one of them automatically when it is fixed.All plans (auto-detected suggestions: Bronze and Growth Pro) · 7 min readPhone voice agentAnswer and place calls on your Twilio number from your knowledge base — in several languages, with interruption handling, upset-caller hand-off, live supervision and caller ratings.Growth Pro · 10 min readReplies to Facebook and Instagram commentsAnswer questions people leave under your Facebook Page and Instagram posts — as drafts you approve, or automatically when TR-AI is confident.Bronze and Growth Pro · 5 min readReviews agent: Google and TrustpilotTR-AI drafts a reply to every new Google or Trustpilot review in your brand voice; you approve each one before it is posted.Bronze and Growth Pro · 4 min readYour support answers inside ChatGPTA customer-facing app that lets people ask your help content questions inside ChatGPT and other assistants that support MCP connectors.All plans · 3 min read
Triage & routing
Classify every ticket into your help desk’s fields, route it to the right team, and define when people must handle it.
Smart triage into help-desk fieldsIntent, sentiment, urgency, language and key details written into Zendesk or Freshdesk fields and tags.Bronze and Growth Pro · 5 min readSmart routing for sales, renewals and billingSend prospects, renewal requests and billing questions to the right team automatically.Bronze and Growth Pro · 3 min readEscalation rulesDecide when a ticket must always go to a person, or must always be reviewed first.All plans · 3 min read
Quality, testing & insights
Test changes before customers see them, score every reply, and find what to fix next.
Regression tests and settings historySee exactly which answers improved or got worse after a settings change or a re-crawl.All plans (runs share the Simulation Lab allowance) · 5 min readSimulated customersAI-played customers hold whole conversations with TR-AI, and an AI grader checks each one against your success checks.All plans (10, 40 or 200 conversations per day) · 5 min readStaged releasesBundle settings changes into a draft, test it with past tickets and simulated customers, roll it out to a few categories, then publish or roll back.All plans (roll-out by ticket category: Growth Pro) · 5 min readSimulation Lab and backtestingReplay past tickets through TR-AI to measure accuracy before going live.All plans (1, 4 or unlimited runs per month) · 3 min readQuality score for AI and human repliesEvery sent reply scored on an editable checklist, with per-agent views and the conversations that need attention.Bronze and Growth Pro · 5 min readTopic insights and what to automate nextWhat your customers ask about, how well each topic is handled, and the next best improvement.All plans · 4 min readAI analyst: ask your data and always-on monitoringAsk questions about your support numbers in plain English, and get an alert — with the likely cause and a fix — when something changes.Bronze and Growth Pro · 5 min readKB health, spike detection and churn alertsFind knowledge gaps and stale articles, catch ticket spikes early, and flag accounts at risk.KB health and article publishing: all plans (admins) · Spike detection and churn alerts: Bronze and Growth Pro · 4 min readA/B experimentsTest a change to thresholds, search or knowledge sources on a share of live tickets and roll out the winner with confidence.Growth Pro · 6 min read
Trust & controls
See every decision TR-AI made, add a second check before replies go out, handle AI agents, predict satisfaction and stream audit logs.
Decision tracesA step-by-step timeline of how TR-AI handled each ticket — every search, AI call, score and check.All plans · 3 min readSupervisor guardrailA second check on every reply about to be sent automatically; anything that breaks your policies waits for an agent.Growth Pro · 3 min readAI agents contacting your supportSpot AI assistants that contact you on a customer’s behalf, and choose how TR-AI treats them.All plans · 3 min readPredicted CSATA predicted 1–5 satisfaction score with reasons for every AI and human conversation, no survey needed.Bronze and Growth Pro · 3 min readAudit streaming to your SIEMSend TR-AI’s audit events to Splunk, Datadog or any HTTPS endpoint automatically.Growth Pro · 4 min readSeveral support inboxesGive each support address (support@, billing@, another brand’s help@) its own brand, name and signature.All plans (brands per inbox: Growth Pro) · 2 min readIndustry templatesStart fast with ready-made procedures, escalation rules, triage intents and a brand voice for your industry.All plans (procedures: Bronze and Growth Pro) · 3 min readInternal IT helpdesk modeUse TR-AI for employee questions, with employees verified by your company e-mail domain.All plans · 3 min readAgent assist: plan, suggested replies and fieldsIn the copilot sidebar and browser extension: a step-by-step plan, ready replies and field suggestions for the open ticket.All plans · 2 min read
Tools for your agents
Help your team answer faster with drafts, summaries and customer context.
Agent CopilotA suggested reply, a short summary, sentiment and similar past tickets next to every ticket.All plans · 3 min readCopilot browser extensionCopilot suggestions in a side panel right inside Zendesk, Freshdesk, Intercom, HubSpot, Salesforce, Zoho Desk, ServiceNow and Jira.All plans · 4 min readCustomer contextGive TR-AI and your agents a short history of the customer before they answer.All plans · 2 min read
Security & administration
Team access, sign-in security, data retention, audit trail and the API.
Team roles, SSO, MFA and encryptionWho can see and change what, and how sign-in and data are protected.Roles: all plans · SSO/SAML, enforced MFA, own encryption key: Growth Pro · 4 min readAudit trail, data retention and GDPRSee exactly why each ticket was handled as it was, control how long data is kept, and erase a customer’s data.All plans (configurable retention: Growth Pro) · 3 min readPublic API and outbound webhooksSend tickets to TR-AI from any system and receive events when tickets are resolved, held or triaged.All plans (rate limits by plan; outbound webhooks: Growth Pro) · 2 min readMCP server: use TR-AI from Claude, ChatGPT and CursorConnect AI assistants to TR-AI with the Model Context Protocol to search your knowledge base, draft answers, read metrics and add articles.Growth Pro · 4 min readWorkforce planningForecast how many tickets will need a person over the next 14 days, hour by hour, and how many agents to schedule.Bronze and Growth Pro · 4 min readPay per verified resolutionAn optional billing model: a monthly platform fee plus a price per verified resolution — answers that didn’t work are never billed.Optional billing model (Growth Pro limits) · 3 min read
Troubleshooting & FAQ
Quick answers to the questions teams ask most in their first weeks.