Helpdesk & Support Inbox

The Leadblanc Helpdesk unifies every inbound conversation from Web Chat, WhatsApp, and API channels into a streamlined support cockpit.

Views & Queues

The sidebar organizes tickets into distinct triage views:

My inbox: Tickets assigned directly to you requiring follow-up.
Mentions: Internal discussions or customer messages where you were tagged with @username.
All: Complete historical stream of all conversations across all channels.
Unassigned: New inbound inquiries awaiting triage or automated agent routing.
Solved: Closed and resolved inquiries.
Conversations: Real-time read-only transcript stream of live customer chats.

When an AI agent is handling a customer conversation, an escalation can trigger in two ways:

Autonomous Escalation: The customer asks to speak with a human or expresses high frustration. The agent acknowledges the request, sets the ticket status to Unassigned / Needs Human, and notifies team members.
Manual Intervention: Any team member viewing a live chat can click Take Over. The AI agent gracefully pauses its automated responses for that thread until the human marks the issue as resolved or resumes autonomous mode.

Tickets can transition between four primary states:

Status	Behavior
Open	Active customer thread awaiting agent response or in progress.
Pending	Awaiting customer reply after information was requested.
Solved	Issue resolved. Automatically archives after 48 hours of inactivity.
Closed	Permanent read-only archive state.