Context in, resolution out
When a customer messages, the AI doesn’t answer blind — it reads their recent orders (tests, dates, status, amounts) and the conversation so far, then responds with real context. Sensitive intents are caught and routed to a person automatically.
Understand
The customer’s last orders and message history are loaded as context for the reply.
Resolve
Common issues — reschedules, status, report delays — get an instant, accurate, order-aware answer.
Detect & escalate
Keywords like refund, fraud, legal or complaint flag the thread for a human and mark it for review.
Hand off live
An agent picks up mid-conversation over WebSocket — the customer never repeats themselves.
A complete agent workspace
Smart ticketing
Auto-numbered tickets with status, priority and category; replying to a resolved ticket re-opens it automatically when a customer isn’t satisfied.
Live chat
Socket.io rooms per ticket, a live connection indicator, and instant broadcast of messages and status changes to everyone watching.
Queue & filters
Filter by status, priority and source (patient / center / phlebo); search by ticket, subject or name with pagination.
Objection handling
Payment disputes get a distinct visual treatment and automatic escalation, so revenue-sensitive issues never get buried.
SLA timestamps
Created, escalated, resolved and closed times are captured for resolution-time and time-to-escalation measurement.
Agent dashboard
Live counts of open, in-progress, resolved and closed tickets keep the team focused on the right queue.