Report a problem to VEP Support and it reaches a person
For everyone who works with an AI employee
Part of When an AI employee is unavailable, the right person is told
Tell VEP Support in your chats what is not working. Your report becomes a numbered ticket for a person to look at, and their answer comes back to the same chat.
Why it matters
A problem reaches people who can act on it: an admin of your company and the VEP team. The reply tells you who will look at it, and the answer comes from a person, not from a canned reply.
- Before
- A problem you wrote to VEP Support could get only an automatic reply, and no person was sure to see it.
- Now
- Your report gets a number, reaches an admin of your company and the VEP team, and their answer comes back to the chat where you wrote.
What you get
- A number and who will look: the reply gives your report a number, such as SUP-0042, and names who will look at it, such as an admin of your company and the VEP team.
- Clear about who has it: if your report could not reach a person right away, the reply says so, and your report is still saved with its number.
- Add details within the hour: write again within an hour about what is still not working, and your message is added to the same report, so whoever looks at it sees it too.
- Only a person closes it: an admin of your company or the VEP team answers your report. No AI can close it.
- Updates and the answer come to you: updates and the final answer arrive in the same chat, each starting with your report number.
- Admins answer from their chat: up to five admins of your company get each report from their team, and answer it without leaving their chat.
How to use it
Write to VEP Support
Open your chats and write to VEP Support what is not working: what you did, what you expected and what happened. You can attach a screenshot.
Keep your report number
The reply gives your report a number, such as SUP-0042, and says who will look at it.
Add details if you need to
Write again within an hour about what is still not working, and your message is added to the same report.
Read the answer
Updates and the answer arrive in the same chat with your report number. If something is still wrong, write again and a new report is filed.
If you are an admin
Reports from your team reach you in your chat with your AI employee, or in VEP Support. Type
/ticketin either chat to see the open reports,/ticket progress SUP-0042and an update to keep the person posted, or/ticket close SUP-0042and your answer to close it.
Good to know
- No report number in the reply? Then your message was not taken as a problem report: say plainly what is not working or what error you see, and send it again.
Part of: When an AI employee is unavailable, the right person is told
If an AI employee is unavailable, the person who can fix it gets one alert, others get a short plain note, and waiting questions are answered later.
More updates to this feature
- Your AI employee answers the messages that waited during an outageImprovedFor everyone
- Sign-in alerts of your AI employee reach your phone or emailImprovedFor everyone
- One plain note when your AI employee could not save what it learnedFixedFor everyone
- Expired sign-ins reach the person who can renew them, onceImprovedFor everyone
- Admins hear before the monthly VEP usage runs outImprovedFor everyone
- A message blocked by mistake leaves your AI employee availableFixedFor everyone