Q: Helpdesk and Users, API
Hi,
When you say "Helpdesk" in tier 3 and above, does this mean that it is possible to also use an email channel to create tickets? My customers primarily use email to reach out to me and I'm looking for a "shared" mailbox option for everyone to have access to and reply to tickets.
Follow up question- How many users are included? We are a team of 5. Can I add each team member as a user and assign tickets ?
API question - I want to make sure that it is possible to reply to specific chats via API (Zapier). My goal is to trigger a Zap based on specific keywords / button click, get information from my CRM and reply to the chat.
Possible?
tinytalk
Jan 28, 2025A: Hi! 👋
Thank you for the great questions.
Currently our help desk does not support email channel or tickets. It stores the conversations your users are having with your chatbots and allows you to reply in those conversations, so called take over mode. Alternatively, you can allow your chatbot visitors to request for human support. Though we're going to be introducing tickets, and there could be some ways to connect your email inbox to create tickets out of those emails and have them visible/shared with your team if that makes sense.
On the same line, Tiny Talk doesn't support "team" features at the moment, but we are working on it and expecting to release by the end of Q1 2025.
Regarding the API question, you can setup a webhook to receive every message sent to your chatbot, that can be used as a trigger and on a Zapier step, you can look for specific keywords to fetch data from your CRM, but when it comes to replying to that conversation, that gets a bit inconvenient because your AI chatbot will already produce a reply before you return to the conversation.
I think here the function calling/tools could help, in fact we're working on turning Tiny Talk chatbots into agents that can use tools and reach out to external API's to gather further information before replying to the user queries, I think an agent flow would create a much better user experience both for you and your visitors.
These features are actively being implemented and will take a few more months for production rollout. Just being transparent, it is possible that we fail to satisfy all your requirements for the time being with the current set of features we support out of the box.
That said, I think you can still create a free account and take an overall look at the platform, see if you like it and have suggestions for us. We offer 100 free AI messages per month in free accounts, and you can use almost every feature within those limits.
Finally, I'd be very happy to talk further and understand your needs/use cases so that we can consider when shaping our features and roadmap. Please feel free to reach out at support@tinytalk.ai
Hope this helps!
All the best,
Oscar