Follow-up replies and consistent answers
Follow-up replies and consistent answers
How customer follow-ups are picked up, and why the same question always gets the same answer.
All plans4 min read
When a customer replies to a ticket TR-AI answered, TR-AI reads the whole conversation and answers only the new question. Follow-ups arrive through your help desk’s webhook and, as a safety net, TR-AI checks tickets it answered in the last 14 days every minute — so a missed webhook never leaves a customer waiting.
- Each customer message is answered once, however it arrives.
- If a person on your team replies after TR-AI, TR-AI stays out of that ticket.
- The ticket’s requester always counts as the customer, even if they are also an agent in your help desk.
- E-mail channel: a reply to an earlier e-mail (“Re: …” from the same address, within 30 days) is treated as a follow-up — TR-AI reads the earlier messages and answers only the new text, ignoring the quoted mail below it.
Consistent answers
When the same question is asked again within 7 days and your knowledge base has not changed, TR-AI reuses the earlier answer and score — instantly, with no AI or search cost. Rejected drafts are never reused.
Tip:To test follow-ups, reply as the customer (by email or from the help-center request page). A public reply typed by an agent counts as a person taking over.
Tips & tricks
- Expect follow-up answers within about a minute even when your help desk’s webhook is slow or missing.
- If you want TR-AI to stay out of a conversation, reply publicly yourself — that hands the ticket to your team.
- Updated an article and want fresh answers straight away? Re-sync the knowledge base; cached answers are not reused after it changes.
- Rejecting a draft also stops that answer being reused for the same question.