Progressive Autonomy
Every ticket is handled at one of seven levels, from Ignore to Resolve. Your administrator’s rules choose the level for each kind of ticket. Capabilities describes the levels. This page shows what each one looks like in the Flexivity AI panel.
When a ticket needs a change in one of your systems, such as a refund, a second ladder applies: each tool that changes something has one of four write modes, set by your administrator per brand.
| Write mode | What you see |
|---|---|
| Manual | The ticket is handed to you with what to do. Nothing is prepared; you make the change in your system. |
| Assist | The change is ready on a card in Take Action, with every check Flexivity ran. You approve, edit or reject it. This is the default. |
| Hold | As Assist, while the customer waits in the conversation. Once you approve, the AI tells them it is done and carries on. |
| Execute | The AI makes the change itself and tells the customer. The card shows what it did, and you can mark it This change was wrong. |
Hold and Execute apply only at Resolve; at every other level they work as Assist. See Prepared Changes for the cards, and Capabilities for how the two ladders work together.
The panel
The Flexivity AI panel is on the ticket page, between the ticket details and the thread. It has three parts:
- Take Action holds the cards that need you, or tell you what the AI did. It stays visible even when the panel is collapsed, and is hidden when there is nothing to show. When cards are waiting on you, the heading shows how many.
- Context shows sentiment, summary, attributes, knowledge articles and related tickets. Click Flexivity AI to open it. See AI Context.
- Activity Log, inside the panel, lists what the AI and your rules did on the ticket, newest first.
Each card has a short finding, then what to do about it, then a sentence of explanation. Dismiss clears a card you have dealt with. The panel does not update while it is open: reload the ticket to see what has changed.
No AI information for this ticket yet means the AI has not processed the ticket, for example because it arrived before Flexivity was connected.
Ignore
The AI leaves the ticket alone. Take Action is empty, and no summary or draft is written. Context shows the attributes the AI recorded, and the sentiment. The Activity Log says A rule left this ticket alone.
Label
As Ignore, and the AI also fills in the osTicket fields your administrator mapped, such as the help topic. Those values appear in the ticket’s own fields rather than in the panel. The Activity Log says A rule only labelled this ticket.
Gated
The ticket is yours from the start. A card reads Routed to a person by policy → This ticket is yours now: one of your rules sends this kind of ticket straight to an agent, so no reply was drafted. Context has the summary and attributes.
Assist
The AI drafts a reply and you decide whether to send it. This is the default level.
A card opens with what the AI found in your knowledge base:
| Finding | Meaning |
|---|---|
| Match → Recommendation | One article clearly covers this. Review the draft and send it. |
| Multiple matches → Compare alternatives | Several articles could apply. Check the draft picked the right one. |
| Request unclear → Clarification | The request is too vague to answer. The draft asks the customer a question. |
Below it, Suggested reply holds the draft. Click it to open it. Then:
- Use draft copies the draft into osTicket’s reply box, where you edit and post it. It never sends anything itself.
- Dismiss records that you did not use it.
A draft you have used or dismissed does not come back. The AI drafts once per ticket: a later message from the customer does not produce a new draft.
Sometimes there is no draft to use:
- No match → Escalate: no article covers the question. The gap is recorded for the Knowledge Builder.
- Unverified → Escalate: a draft was written but did not match the articles it cited, so it was withheld. You see this only where your administrator has turned on answer verification for tickets.
- No reply drafted, with the reason the AI stopped.
Reply
The AI answers the customer once, by itself, as a public reply on the ticket. The card reads Automated reply sent → Waiting for the customer’s reply, and the Activity Log says Flexivity AI replied to the customer.
If the customer writes again, the ticket comes to you: Initial reply only → The customer replied — the ticket is yours now. The AI does not continue, and the summary is brought up to date for you.
Clarify
When a request is too vague to answer, the AI asks the customer one question. The card reads Clarifying question sent → Waiting for the customer’s reply, and nothing is needed from you yet.
When the customer answers, the AI either replies, and the card becomes Automated reply sent, or hands the ticket to you. A clear request is answered straight away, as at Reply.
Resolve
The AI keeps the conversation going until the request is resolved, within a limit your administrator sets. The card follows the conversation:
- Flexivity AI is handling this conversation → No action needed. The AI is talking to the customer.
- Solved automatically, the customer confirmed it or assumed from silence → No action needed. The ticket is set to Resolved.
- Reopened — the customer came back after this was solved → This ticket is yours now.
- Handed to you → This ticket is yours now. The exchange so far is in the thread. If the AI stopped because it could not back up something it said, the card quotes it.
When the AI hands a ticket to you
At Reply, Clarify and Resolve, the AI stops and hands the ticket over when it should not go on. The card reads Handed to you — reason → This ticket is yours now, the customer has been told a person will follow up, and an internal note from Flexivity AI in the thread gives the reason. The reason tells you where to start, for example:
- the customer asked for a person
- the knowledge base does not cover this
- it drafted an answer the knowledge base didn’t actually support
- the customer was getting frustrated
- the conversation reached its message limit
- the customer did not answer our question
- one of your rules routed it to a person
On hand-over, Context fills in the summary and the knowledge articles the AI used. See AI Context.
When you reply
Posting a reply to the customer yourself takes the conversation over, and the AI stops. It does not resume on that ticket.
Note: Reply, Clarify and Resolve need version 2.4.0 or later of the Flexivity AI plugin. With an older plugin, your administrator’s rules for those levels do not send anything.