The Chat page is where Customers chat with the AI Support Agent. Tickets are automatically created there, and Support agents monitor, manage, and reply. The AI helps agents work faster, but humans stay in control.

How to Open the Chat Page

• Log in to your ExactFlow account.

• From the left sidebar, click on Support Agent.

• Select Chat.

You will now see the Chat screen.

Chat List Panel

• Use the Search Contacts box to find a chat quickly.

• Click on Axel to open the chat.

• The date (for example, Jan 15, 2026) shows the last activity.

Chat Header

• At the top of the chat area, you see the Bot name: Axel

• Icons on the right:

  • Call icon

  • Search message icon

  • ⋮ More options menu to view contact

Chat Conversation Area

This area shows the conversation between you and Axel.

• Customers send messages

• AI responds automatically

• Support agents review the conversation

Example:

Customer message:

“Hi, give me details of my order BM-48626441.”

The AI agent (Axel):

• Reads the message

• Finds the order

• Shows full order details automatically

Important Notes:

• Only the last 20 messages are saved in memory.

• Older messages are automatically discarded.

Ticket Creation

• Every meaningful chat with the AI automatically creates a support ticket. No manual ticket creation needed.

• Ticket Includes:

  • Customer details

  • Order details

  • Shipment details

  • AI responses

  • SLA status

Message Input Area

• At the bottom of the chat screen, you see a text input box to type a message.

• Also Icons for:

  • Emoji

  • Voice input (if enabled)

  • Attach files

• Write your question or request and then click Send or press Enter.

Common Things You Can Ask Axel

You can type simple messages like:

• Show my order details.

• Track my shipment.

• What is my payment status?

• I want to return my order.

• Help with delivery issues.

Axel will reply automatically with relevant information.