Ticket & Chat history
Review what Pluno did on any ticket: its replies, reasoning and sources, Copilot suggestions and escalation decisions. Replay a reply with your current setup.
Ticket & Chat history is where you check Pluno's work. For any ticket or chat, it shows the whole conversation together with what Pluno did, why it did it, and what it relied on.
You need the Admin role. In the Pluno web app, open Insights & Analytics, then Ticket & Chat history.
Find a ticket#
- By date. Pick a date range, or use Last week or Last month. The default is the last 7 days. Tickets are listed by creation date, newest first.
- Only Pluno's tickets. Tick Only show tickets with Pluno message to see just the tickets where Pluno replied or left a note.
- By ID. Enter a ticket ID in Search by Ticket ID and press Enter. The search looks for that exact ID and ignores the date range.
Select a ticket in the list to open it on the right.
Read the conversation#
The conversation is shown as one timeline, in order: customer messages, replies from Pluno and from your agents, internal notes, status changes and assignments.
Pluno's replies are marked as AI. Messages appear in their original language.
See why Pluno replied the way it did#
Under each of Pluno's replies, open Reasoning & References.
| Card | What it tells you |
|---|---|
| Reasoning | Why Pluno answered, or why it escalated |
| References | The sources it relied on |
This is the place to start when a reply surprises you. The reasoning helps you tell whether to add knowledge or to sharpen a workflow.
See what Copilot suggested#
When AI Copilot ran on a ticket, the timeline has a Copilot card. Open it to see the Suggested answer, the Agent guidance, the References and the Macro it proposed.
On escalated tickets, Escalation Copilot cards show each decision Pluno made after an update: what triggered it, such as Internal team posted a message, what Pluno did, such as Added internal note or Suggested reply, and its reasoning.
Replay a reply with your current setup#
After you change your knowledge or a workflow, you can check how Pluno would answer the same message today.
- Under one of Pluno's replies, select Simulate Response.
- Select Regenerate Response.
The result shows whether Pluno would Escalate, the Response it would send, and its Reasoning and References.
Nothing is sent or changed. The simulation is only shown to you.
Turn a customer question into an answer#
When you find a question Pluno should answer better, open the menu on the customer's message and select Add to FAQ. Pluno opens a new question and answer with the question filled in. Write the answer and save.
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