ProxyAI Helpdesk Connect
Escalation

Issue-Driven Escalation

Order data · Conversation context · Priority

When an issue requires back-office action (damaged shipment, custom quote), the bot files a support ticket with order data and conversation context pre-attached.

ProxyAI
AI Assistant · Online
My package arrived crushed and the mug is broken
Sorry about that. I’ve passed this to our support team with your order details.
New support ticket
Ticket #1042 Created
PriorityHigh
Priority
CategoryDamaged Item
Category
OrderOrder #8821 attached
Order
ContextConversation attached
Context
Create ticket
Message… {{ ty1 }}
Ticket #1042
GorgiasHelp Scout
Gorgias / Help ScoutTicket + reply relay
Ticket created Agent replies in desk
Back in the original chat
Your replacement ships today.
ZendeskFreshdesk
Zendesk / FreshdeskTicket creation + desk email
Ticket created Agent replies in desk
Sent by desk email
Re: Ticket #1042to [email protected]
Integrations

Bring Your Own Helpdesk

Gorgias · Zendesk · Freshdesk · Help Scout

Connect Gorgias, Zendesk, Freshdesk, or Help Scout. Gorgias and Help Scout replies can return to the original chat; Zendesk and Freshdesk handle the customer response through their own email workflow.

GorgiasZendeskFreshdeskHelp Scout
Tickets board

Built-In ProxyAI Tickets Board

Open · Staged · In Progress · Resolved · Archived

No external helpdesk? Use ProxyAI’s built-in board. Track tickets through Open, Staged, In Progress, Resolved, and Archived.

ProxyAI Tickets Archived · 12
Open{{ cOpen }}
[email protected]WebDamaged item
[email protected]WhatsAppCustom quote
[email protected]WebMissing parcel
Staged1
[email protected]WhatsAppExchange
In Progress{{ cProg }}
[email protected]WebDamaged item
Resolved{{ cRes }}
[email protected]WhatsAppWrong size
Staged Drafts YOLO mode
Ticket #1042 · Exchange[email protected] Web
AI-drafted email
Reading ticket…
 {{ ty4 }} We’ve approved your exchange for Order #8821. A prepaid return label is attached, and your replacement ships once the return is scanned.
Approve & SendEdit Draft Sent to customer · moved to Resolved
Smart Helpdesk Agent

Smart Helpdesk Agent

Approve · Edit · Dismiss · YOLO mode

The agent reads new tickets and stages draft replies for review. Approve, edit, or dismiss each draft—or explicitly enable YOLO mode to let eligible drafts send automatically.

Private knowledge

Private Internal Knowledge for Staff

SOPs · Approval thresholds · Escalation policies

Upload internal SOPs, manager approval thresholds, and escalation policies. The Smart Helpdesk Agent uses them to draft resolutions, while customer-facing chatbots never see them.

Bot KnowledgePublic
PDFX200 User Manual
PDFCare & Warranty
DOCXProduct FAQ
Helpdesk KnowledgePrivate
DOCXRefund SOP
XLSXApproval thresholdsStaff refund limit: up to $50
PDFEscalation policy
Customer chatbotsPrivate knowledge not visible
Smart Helpdesk AgentDraft: $38 refund · within staff limit
FAQ

Frequently asked questions

Human Handoff transfers a live visitor to a waiting human agent for real-time chat. Helpdesk Connect logs an asynchronous ticket for issues requiring back-office resolution (e.g. shipping damage or inventory verification).
Yes. Selecting ProxyAI Tickets gives the bot its own built-in ticket board. Helpdesk Connect is still the add-on that enables this workflow.
By default, the Smart Helpdesk Agent stages drafts in your Kanban board for human approval. With YOLO mode enabled, the agent sends verified resolutions directly to the customer without waiting for review.