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Support is the built-in ticket system for contacting the AI Textura team. Here you can ask a question, report a problem, request help with configuration — and receive a response directly inside the platform, without switching to email or messengers. In addition to classic tickets, you have two “fast lanes” to support:
  • The thumbs-down button on any AI response — triggers a 4-step review with automatic ticket creation.
  • The “Support access to account” toggle — lets the team look at your chats, agents, and settings to resolve the issue faster.
Support section with the access toggle

Account Settings

Your account parameters

Billing

Balance and billing history

AI Employees

Manage your employees

Channels

Connect communication channels
The section is located in the left menu — the Support item.

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Support access to your account

At the top of the Support page there is a “Allow support access to account” toggle (new in v2.5.0). When the toggle is on, the “Access open” status is displayed next to it.
StateWhat it means
Access openThe AI Textura support team can sign in to your account on your behalf to look at chats, agent settings, talents, the knowledge base, and other sections — for issue diagnosis
Access closedSupport sees only the text of your ticket and attached files — without the ability to sign in to the account
If your ticket relates to agent configuration, AI behavior in a specific chat, or channel setup — enable access before sending the ticket. This significantly speeds up resolution: the team doesn’t need to ask you for screenshots or videos — they look themselves.
“Access open” stays on until you toggle it off yourself. After the issue is resolved, we recommend turning access off again. On critical accounts with financial operations, enable access only for the duration of a specific ticket.

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How to report an AI response (thumbs down)

If an AI employee replied to a client incorrectly, you don’t have to create a ticket manually — every message has a “Mark response as unhelpful” (thumbs-down) button. It launches a 4-step review: the platform first tries to explain on its own why the response was bad, and if you still have questions — it forms a request to the AI training team with an automatically attached “Context report”.

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Video walkthrough

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Where to find the button

In the Chats section, open any dialog. Every AI employee message has a thumbs-down icon button (aria-label: Mark response as unhelpful). Click it — a modal with the review opens.

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Step 1 of 4 — Bad response review

Step 1 — automatic diagnostics of a bad response
The platform shows an automatic diagnosis of how the agent arrived at the response:
Agent decision stepWhat it shows
Language detectionWhich language was detected in the client’s message (for example, “Message language: English”)
Tools usedExpandable list of talents the agent called (check_language, crm_create_lead, etc.)
What the agent didSource of the response: general knowledge, knowledge base, talent, or a combination
Final decisionThe resulting action — for example, “Nothing was sent to the client — the agent stayed silent (strict mode without relevant sources)”
At the bottom there are three buttons:
ButtonWhen to choose
CancelClose the review without sending
It’s the settingsIf the diagnosis already shows that the cause is in instructions or the prompt — go to step 2 to verify
The problem is something else →If the diagnosis doesn’t explain the issue — skip the check and describe it in your own words (step 3)
If auto-diagnostics is unavailable, the platform displays: “Couldn’t fetch automatic diagnostics. Review the timeline below manually.” This is rare — proceed with the standard flow, describing the problem at step 3.

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Step 2 of 4 — Check the instructions and tools

Step 2 — instruction and tool check
“The instructions might be incomplete — the agent didn’t realize it had to call a tool.” At this step the platform shows the list of tools the agent used in this case (check_language, knowledge-base search, CRM operations, etc.). You decide whether the Persona or the operating rules are at fault:
ButtonWhat it means
← BackReturn to auto-diagnostics
It’s the instructionsAcknowledge that the cause is in the agent’s instructions — go to step 3 to report to the training team
Instructions look fine →The instructions look fine — describe the problem separately (step 3)
Before clicking “It’s the instructions”, open the employee’s Persona in a separate tab and check whether it actually describes how to call the needed tool. Sometimes fixing the prompt is faster than waiting for support.

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Step 3 of 4 — Describe the problem

Step 3 — describe the problem
Here you fill in three fields — this is the body of the future ticket:
FieldWhat to enter
What should the response have been? (textarea, required)Describe the correct response or what was missing in the actual one
What do you think caused the error? (select)Pick one of the categories — see the table below
Additional comments (textarea)Any useful information for the training team

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Cause options

CauseWhen to choose
Inaccuracy (made-up facts)The AI reported information that does not exist in reality or in the knowledge base
Misunderstood the questionThe AI replied to the “wrong” question — misinterpreted the client
Didn’t use knowledge / toolThe agent has a knowledge base or a talent but didn’t use them
Rude / inappropriate toneA stylistic problem — broken tone or ethics
Too long / too shortInappropriate response format
OtherAny other situation — explain in the text fields
The Next → button activates only after the first textarea is filled.

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Step 4 of 4 — Thank you, your feedback matters

Step 4 — final screen
The final screen consolidates everything into one ticket:
  • Summary: Expected response: {your text from step 3}, Cause: {selected cause}.
  • Message: “This information will go to the AI training team. We use it to make agents better. A response usually arrives within 3 business days.”
  • Key item: “A context report for the case will be automatically attached to the support request.”
  • Link 📎 Open context report → — lets you preview the detailed report on the agent’s decision steps before sending.
  • Buttons: ← Back, Send.
After clicking Send, a new ticket appears in Support with the On Customer status — the AI training team will get back to you, usually within 3 business days.
Thumbs down is not just an analytics rating. It is a ticket format for a specialized team: it automatically gathers all the technical information (message language, talents used, knowledge base search result, the agent’s final decision) and attaches it to the request. The team doesn’t need to ask you for context — it’s already there.
Use thumbs down on any AI response inaccuracy — even if you’re not sure the issue is serious. The more such signals the training team gets, the faster agents become more accurate.

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How to create a new ticket

1

Open the Support section

Click Support in the left menu of the platform.
2

Click '+ New ticket'

The button is located at the top of the page.
3

Enter a title

Briefly describe the essence of your question or problem.
4

Write the first message

Explain in detail what happened or what you need. Specify which employee or feature it concerns, what you were doing, and what went wrong.
5

Submit the ticket

After creation, the ticket will appear in the list with the On Customer status.
New ticket modal
The more precisely you describe the problem in your first message, the faster you’ll get a reply. If the problem is tied to a specific AI response — try the thumbs-down button first: it automatically attaches a context report.

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Communication within a ticket

After creating a ticket, communication takes place in a chat format — directly in the right panel of the Support section. Your messages appear on the right, team responses on the left. To send a message:
  1. Open the desired ticket by clicking on it in the list.
  2. Enter text in the input field at the bottom.
  3. Send the message.
When the team replies, a red indicator with the number of unread messages will appear next to the ticket in the list.
If you want to add information to your request, simply write a new message in the same ticket. There is no need to create a separate one.

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Ticket statuses

Each ticket has one of two statuses:
StatusWhat it meansWhat to do
On CustomerAwaiting your response or just createdCheck if the team asked a question — reply to it
DoneRequest closed, issue resolvedNothing — the ticket is archived
The status updates automatically: when the team responds and awaits your reaction, the ticket moves to On Customer. When the issue is resolved, the team sets the ticket to Done.
A closed ticket cannot be reopened. If the problem recurs or a new question arises, create a separate ticket. You can reference the previous request in the message text.

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Search and filtering

If you have many tickets, two tools will help you quickly find the right one:
ToolPurpose
Ticket searchText search by ticket titles
Status filterShow all, only On Customer, or only Done

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Response times

The AI Textura team strives to respond to requests as quickly as possible. Estimated timeframes:
Type of requestEstimated response time
Critical issue (platform down, unexpected charges)Within a few hours
Configuration or feature questionWithin one business day
Feature request or suggestionWithin 1–2 business days
If your issue is urgent, indicate this in the ticket title. For example: “URGENT: agent stopped responding in Telegram.” This helps the team prioritize your request.

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Tips for effective tickets

  • One question per ticket. This makes it easier for the team to track and resolve each issue.
  • Reply to the team’s questions — this speeds up resolution.
For the fastest response to your request, include the following:
  1. Error screenshot — attach an image directly to the message so the team can immediately see what’s happening.
  2. Link to the conversation — open the Chats section, find the relevant conversation, and copy the URL from your browser’s address bar. This way support can see the dialog and understand the situation.
  3. Steps to reproduce (for complex errors) — describe step by step what needs to be done to reproduce the error. This allows the team to repeat the scenario and see in the conversation how it works.
Example of a good request:
Title: “Booking link not working” Message: “The ‘Concierge’ employee in Telegram sends clients a booking link, but clicking it opens a blank page. Link: [URL]. The problem started yesterday. Chat link: https://app.aitextura.com/chats/… To reproduce: write to the bot ‘book a room for March 20’ — the response will contain a broken link.”

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FAQ

Yes! You can attach images and files directly to ticket messages. We recommend always including an error screenshot — it significantly speeds up resolution.
A red indicator with the number of unread messages will appear next to the ticket in the list.
No. If the issue returns, create a new ticket. You can reference the previous request in the message text.
There is no limit. Create as many requests as you need.
The AI Textura support team — real people who know the platform inside and out. It is not a bot.
The team operates during business hours (Moscow time), but critical requests may be handled outside of the standard schedule.
Thumbs down is a specialized channel for requests about AI response quality. The platform automatically gathers all the technical information (message language, talents, knowledge base, final decision) and attaches it to the ticket. The request goes to the AI training team. A regular ticket is a free-form request to general support: questions about billing, channel connections, access, etc.
Yes. Access is granted only to AI Textura support staff and is used to diagnose your issues. All actions are logged on the platform side. After a ticket is resolved, we recommend turning the toggle off — you can do this at any moment on the Support page.
The report includes: the client message language, the list of called talents and their results, what was found in the knowledge base, and the agent’s final decision. You can preview the report before sending via the ”📎 Open context report” link at step 4.