AI Support Desk

Turn every support channel into one AI-assisted ticket queue. Email, phone, SMS, live chat and a public help portal all land in the same inbox — and the AI drafts the reply, held for your approval until you decide to let it send on its own.

What it is

The Support Desk is a helpdesk built into Sales Team Toolbox. Incoming questions from any channel become tickets with a full conversation history. Your AI support agent reads the ticket, drafts a reply grounded in your knowledge base, and places it in a review queue — nothing goes out until a human approves it, unless you deliberately enable confidence-gated auto-send. Available on Pro and Agency.

Channels it covers

• Email — a dedicated support mailbox is polled and threaded into tickets.
• Phone & voice — support calls are transcribed and attached to the ticket.
• SMS — texts to your support number open or continue a ticket.
• Live chat widget — an embeddable widget for your own website.
• Public help portal — a no-login page at /help/<your-org> where anyone can submit and track a request (rate-limited, opt-in email updates).

Set it up

1. Open Settings → Support Desk

   Turn the desk on and pick your niche pipeline and categories.

2. Connect a mailbox

   Add the support inbox to poll. Mailbox credentials are stored encrypted (AES-256-GCM).

3. Add canned replies (macros)

   Save reusable answers your team — and the AI — can drop in with one click.

4. Choose how the AI sends

   Leave every AI draft held for approval (the default), or enable confidence-gated auto-send so only high-confidence replies go out automatically.

How a ticket flows

A message arrives → a ticket is opened (or matched to an existing one) → the AI drafts a reply plus a suggested category and priority → you review, edit and send, or approve the held draft. The desk tracks SLA timers, keeps the full cross-channel history, and learns which reply framing works best over time.