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If you handle support through tickets, you don’t need to connect messengers separately: everything set up in HelpDeskEddy (WhatsApp, Telegram, live chat, email) reaches your AI Employee through a single connection. It handles tickets as the first line, and whatever needs a human, it hands to a manager and goes quiet.

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What you need

  • HelpDeskEddy administrator rights: only an administrator can access the API key and the Dispatcher section.
  • Your system address, a domain like service.example.ru.
  • A dedicated employee in HelpDeskEddy for the AI to work under. You’ll need their email and ID during setup.

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Connection

1

Copy the API key in HelpDeskEddy

Administration → Global Settings → System → API Key. The same key is also in the profile of the user the AI Employee will work under.
2

Create a channel in AI TEXTURA

Open the AI Employee → Channel tab → Connect New → HelpDeskEddy and fill in the three access fields.
The HelpDeskEddy channel window: channel name, system address, administrator email, API key, and the Chats and Reviews mode switch
Click Create. The channel appears on the Connected tab.
3

Configure how the AI Employee handles tickets

Open the channel by clicking it on the Connected tab and go through the settings: mode, departments, handoff rules. Until you select departments, the AI Employee has nowhere to reply.
4

Go back to HelpDeskEddy and create a Dispatcher rule

The rule is what makes HelpDeskEddy call AI TEXTURA on every new message. Open Administration → Dispatcher and create a rule.
The HDE Dispatcher Setup block in the channel card: rule conditions, webhook URL, and request body
  • Conditions: “New ticket” and “New reply in ticket.”
  • Actions → Send webhook: asynchronous mode, POST method, JSON format, No authorization.
  • Take the URL and request body from the HDE Dispatcher Setup block in the channel card: clicking a field copies it to the clipboard.
The request body looks like this:
The webhook URL contains the channel’s secret key. Anyone who knows it can send messages to your AI Employee on behalf of customers. Don’t publish it.

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Test it

Write to any channel set up in HelpDeskEddy, for example your website live chat. A ticket appears in HelpDeskEddy, your AI Employee replies in it, and the conversation shows up in AI TEXTURA Chats.

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Handoff to a manager

The AI Employee handles the conversation as long as it’s the ticket’s assignee. As soon as a human manager becomes the assignee, the AI Employee goes quiet. It can hand off a ticket in two ways, and each is configured separately. First-line handoff keeps the ticket in the same department: the AI Employee sets the Operator Needed status, and the HelpDeskEddy distribution rule then picks an available manager. Use this for questions a first-line operator can resolve.
Channel settings: escalation department and the First-Line Handoff toggle
Second-line handoff moves the ticket to a separate managers’ department, the one selected in the Escalation Department field.
The Second-Line Handoff (Escalation) toggle and the Second-Line Escalation Rule field
In both cases, there’s a rule field next to the toggle: describe in your own words when the AI Employee should hand the ticket to a human, for example “if the customer complains about rude staff, reports a billing error, or asks for a manager.” If you leave it empty, the default rule set applies.
Turn off Second-Line Handoff if this channel only needs auto-replies, for example when the AI Employee responds to reviews.

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Channel settings

The defaults don’t suit every support team, so go through the settings right away.
The Operator Needed Status, AI Account ID, and First-Line Manager ID fields
The Auto-Close Ticket and Request Type and Tags toggles

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What’s next

Planfix

The other ticket system: replies as comments in tasks

Persona

Where to describe what the AI Employee handles itself and what it hands to a human

Notifications

A Telegram alert when a ticket needs a manager

Channels

All the ways to connect customers to your AI Employee