Ticket system and shared inbox for all customer contact

A customer emails, chats, messages or calls. Whatever the channel, Cuego turns it into a ticket and puts it in the same inbox.

One list means nobody has to ask who is doing the mailbox and who is doing chat. In a single screen you see what is open, whose it is and what needs doing first.

Every ticket gets a response time when it arrives: the time within which it has to be answered. You set that yourself, and it differs per channel and per priority.

That is exactly why a chat moves to the front. Someone typing on your site is waiting at their screen and gone if it takes too long. An email from this morning can wait a few hours. The inbox sorts that out itself, so you don't have to judge what is most urgent every time: it is already there.

A phone call is normally the one form of contact that leaves nothing behind. Someone hangs up and whatever was agreed sits in a single person's head.

In Cuego the call is recorded and transcribed automatically. Attached to the ticket you'll find the recording, the full transcript and a short summary of what was discussed. If the customer came in through a menu, it shows what they picked.

So you can resolve the ticket even if you weren't on the line: you read back what was promised. If the same customer calls next week, that conversation is still there.

With a question about an order you want to see that order, not go looking for it. That's why Cuego works the other way round from a standalone ticket system: the systems bring the information to the conversation.

Cuego connects to your webshop, order system, CRM and carriers. As soon as a ticket arrives the customer is recognised and everything comes with it: earlier orders, their status, earlier conversations and open tickets.

In the Hub panel next to the conversation it's all together: customer details, orders, track & trace, returns and the history across every channel. You're not opening a mailbox, you're opening a customer.

Based on the question, your knowledge base and the data from your systems, Cuego writes the reply. How independently it does that differs per channel, and that is a deliberate choice.

What the AI doesn't know for certain, it doesn't invent. With a complaint, a damage claim, a legal question or too little certainty about its own source, the ticket goes to a human with a summary and full context.

Complaints, messages with an attachment and questions the AI couldn't close out never go by themselves, however high the confidence. That choice isn't configurable.

Because your webshop is connected, Cuego can do more than talk about existing orders. When someone asks which product suits them, Cuego looks in your actual range: specifications, what the product is and isn't suitable for, stock and price.

The advice is about the right product, not the first one. If the question is vague, Cuego asks one targeted question first. Stock, delivery times and warranty come from your system or not at all. That turns a service question into a sales conversation.

Sometimes the answer isn't with you but with the carrier or the supplier. Normally you email them from your own mailbox, the ticket hangs somewhere and you have to remember you're waiting.

In Cuego you send that email from the ticket, as an enquiry with its own status. The customer sees none of it. When the supplier replies, the ticket reopens by itself with that answer attached.

A ticket closes with a reason: resolved, no response, referred on. After that a satisfaction question can go out automatically. A low score isn't a number on a dashboard but a signal: the conversation is still there in full, so someone can act on it.

Across the whole flow you see what came in per channel, how fast it was answered, how often the response time was met and which topics keep coming back. That last one is usually the most useful: the same question ten times isn't a ticket problem but a gap in your knowledge base.