AI on tickets and leads
Beyond configuring settings, the AI works the day shift with you. Everything here lives inside the screens you already use, there is nothing separate to open.
Summarize a long ticket
Section titled “Summarize a long ticket”A customer calls about a three-week-old repair with forty messages on it. Instead of scrolling, use AI Summarize on the ticket: you get the story so far, what was promised, what is outstanding, in a few lines, before you finish saying hello.
Draft customer updates
Section titled “Draft customer updates”In the ticket’s message composer, AI Draft writes the update for you based on what actually happened on the ticket: status, notes, money. Polish cleans up something you wrote yourself. The draft lands in the composer for you to edit and send, nothing goes out on its own.
Teach it your voice
Section titled “Teach it your voice”AI Rules (in the composer’s tools) stores standing instructions for how your drafts should sound, for example “always include the portal link, never promise a specific day, sign off as The Bench Team.” Every future draft follows your rules.
Auto-categorize intake
Section titled “Auto-categorize intake”When new work arrives, the AI suggests the repair category and queue from the customer’s description, a “cracked S23 screen” lands as a phone repair without anyone filing it.
Lead replies and summaries
Section titled “Lead replies and summaries”On a lead, the AI can draft the reply (“quote them the usual tablet glass price and offer the Saturday slot”) and summarize long lead conversations the same way it summarizes tickets. See Lead capture and the widget for where leads come from.
What the AI never does
Section titled “What the AI never does”- It never sends a message on its own, drafts land in the composer for a human.
- It never changes settings without telling you what changed.
- Your shop’s data is used to answer you, not to train models.