glific · SangeetaMishr · Jul 16, 2026 · coderabbitai · Jul 16, 2026
diff --git a/docs/Use Cases/Label Unhandled AI Responses and Open a Support Ticket.md b/docs/Use Cases/Label Unhandled AI Responses and Open a Support Ticket.md
@@ -0,0 +1,43 @@
+> ### **2 minute read &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; `Advanced`**
-> ### **2 minute read &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; `Advanced`**
+# Label Unhandled AI Responses and Open a Support Ticket
+
+> ### **2 minute read &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; `Advanced`**
-> ### **2 minute read &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; `Advanced`**
+# Label Unhandled AI Responses and Open a Support Ticket
+
+> ### **2 minute read &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; `Advanced`**
+___
+
+**When your AI (Dialogflow, ChatGPT, or another classifier) can't understand a contact's message, you can automatically label it and hand it off to a human agent — all in one place in your flow.**
+
+___
+
+## When to use this
+
+If you're using an AI integration to answer contact questions, there's usually a "fallback" or "default" path in your flow — the branch a contact ends up in when the AI doesn't recognize their message. This is the ideal place to:
+
+1. **Label the message** (for example, `AI_unhandled`) so you can track how often the AI fails to understand contacts.
+2. **Open a support ticket** right away, so a human agent can step in and help.
+
+Both of these are individual flow actions, documented under **Product Features > Flows > Flow Actions** as `Label the incoming message` and `Open a ticket with a human agent`. This page shows how to chain them together for this specific use case.
+
+## Setting it up
+
+In the branch of your flow where the AI fails to match an intent (the "Other" or default category coming out of your classifier's split node), add two connected nodes:
+
+1. **Label the incoming message** — pick this action from the node dropdown, then create (or select) a label such as `AI_unhandled`. Every message that lands here gets tagged with this label, which you can later filter or report on.
+
+   ![Label the incoming message action, with the label field set to AI_unhandled](/img/ai-fallback-ticket/label-unhandled-message.png)
+
+2. **Open a ticket with a human agent** — connect this node right after the label node by dragging from the red exit circle on the label node. Choose or create a topic (for example, `AI Fallback`) so these tickets are easy to filter in the Support Tickets list, optionally assign a staff member, and write a body describing the issue — you can reference flow results like `@results.result_1` if you saved the contact's message earlier in the flow.
+
+   ![Open Ticket action connected after the label action, with topic set to AI Fallback](/img/ai-fallback-ticket/open-ticket-after-label.png)
+
+Once connected, the two nodes run in sequence — the message is labeled, and a ticket opens immediately after, without any extra waiting step in between.
+
+![Overview of the two connected nodes: Add Labels followed by Open Ticket](/img/ai-fallback-ticket/ai-fallback-flow-overview.png)
+
+## After setup
+
+- Publish the flow and test it by sending a message the AI won't recognize.
+- Check **Flows > Support tickets** to confirm the ticket was created under the topic you chose, and check **Flows > \[your flow\] > tag** (or search by label) to confirm the message was labeled.
+- A staff member can now find the ticket, open the conversation, and respond to the contact directly.
+
+___
+
+## Tags
+
+AI fallback, Label the incoming message, Open a ticket with a human agent, Support ticket, Unhandled AI response, ChatGPT, Dialogflow.
diff --git a/static/img/ai-fallback-ticket/ai-fallback-flow-overview.png b/static/img/ai-fallback-ticket/ai-fallback-flow-overview.png
diff --git a/static/img/ai-fallback-ticket/label-unhandled-message.png b/static/img/ai-fallback-ticket/label-unhandled-message.png
diff --git a/static/img/ai-fallback-ticket/open-ticket-after-label.png b/static/img/ai-fallback-ticket/open-ticket-after-label.png