📧 OS Ticket Upload

ℹ️ What is this tool?

In one sentence: paste the email a customer sent us, and the bot writes the reply back to them — ready for an operator to check and send.

🎯 Purpose

Customers email us questions through OS Ticket, and an operator has to type an answer to each one. This tool reads that first email and drafts the reply for them. It answers using the same knowledge the Ferry Chatbot has (bookings, timetables, cancellation rules…) and automatically adds the correct company signature — FIG or Greeka. The operator stays in control: they read the draft, edit it if needed, and send it.

📋 How to use it (4 steps)

  1. Check the email-writing prompt (the box below) — this is the instruction that shapes the tone and content of every reply. Anyone can edit it.
  2. Pick the AI provider and model, or simply leave the default.
  3. Paste the customer's first email, or upload the .txt file.
  4. Press Draft Reply, then read the draft, copy it, and send it from OS Ticket.

⚙️ What happens in the background

  1. It reads the customer's email and works out what they are actually asking for — a date change, a refund, a timetable, and so on.
  2. It goes fact-finding — using the same knowledge the Ferry Chatbot has, it checks the real systems (ferry routes, schedules, cancellation rules and the customer's booking where relevant) and gathers the facts needed to answer.
  3. It writes the reply, following the email-writing prompt below — which controls the tone, the structure and what must always be included.
  4. It attaches the correct company signature — FIG or Greeka — so the email is ready to go out under the right brand.
  5. It shows you the finished draft — subject line and body — for the operator to read, edit if needed, and send from OS Ticket. The bot never sends anything itself.

Demo only — nothing is saved. Every draft is reviewed by an operator before it goes to the customer.

Email-writing prompt

The instruction that shapes every drafted reply — anyone can edit it (no admin rights needed). Changes apply on the next draft.

Draft a reply

Canned email templates

Pre-written replies the assistant follows when a customer's email matches one (it drafts custom otherwise). Used only by this OS Ticket tool. Saves apply on the next draft — the in-memory cache refreshes automatically.

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