Manage customer support requests

How a request is created

AskBrew starts a human handoff when a visitor explicitly asks for a person, transfer, callback, consultation, or other follow-up. It can also recommend one after an unresolved or low-confidence answer, negative answer feedback, or a workspace usage limit. An explicit request counts as consent; recommended handoffs can be accepted or declined. AskBrew then asks for the visitor's name, email, and issue one at a time, understands natural responses, and validates the final email before creating the request.

• The request is scoped to the workspace that owns the widget key.
• The available conversation transcript and source page are attached.
• The workspace owner receives an email notification when Resend is configured.

Identify signed-in customers

Use AskBrew.identify on your website to supply a known customer's name, email, application ID, and a small set of traits. The assistant reuses known details during a handoff, so the customer does not have to enter the same information again.

This basic call is unverified — it is trusted only for personalization, never for reading a customer's private data. To let the assistant safely act on a customer's account (available on Pro and Scale), verify identity with a signed token; see Verify signed-in customer identity.

Work the inbox

Customer Inbox supports Open, Pending, and Resolved filters. Each request shows the visitor identity, reason, source page, optional traits, and linked transcript.

1. 1Open a request and review the conversation.
2. 2Select Reply by email to contact the customer using your configured mail application.
3. 3Set Pending while waiting for the customer, or Resolved when the request is complete.

Customer inbox versus AskBrew support

Customer Inbox contains requests from the client's website visitors. Support contains requests the workspace owner sends to the AskBrew team. The two queues use separate tables, permissions, routes, and admin visibility.