Falaah Falaah AI

Working the Support Desk

Run your own support desk: work a ticket to resolution, publish the answer, manage knowledge base articles and custom responses, and review the answers people rated.

The support desk is where your team works the questions your own customers, parents or members send through the support widget.

When you’d use this

  • Somebody asked a question in your widget and the AI could not answer it.
  • You keep answering the same question and want it answered once, in writing.
  • You want to see which of the AI’s answers people marked as unhelpful, and fix them.
  • You need a specific question answered word for word, not summarized.

Finding it

Sidebar → Support. The section holds Support Portal, Conversation Analytics, Rated Answers, Knowledge Base and Support Settings.

Support is limited to owner and admin roles, so it will not appear in the sidebar for other members of your team.

Working a ticket

Tickets do not have their own menu entry. Open Sidebar → Support → Support Portal and click the ticket you want, or click a ticket in the support widget on your dashboard.

  1. Read the Conversation tab - everything that was said, in order, including anything the AI answered before a person took over.
  2. The Details tab holds the description, the AI summary and the resolution notes. If a pre-chat form was filled in, its answers are here too.
  3. Reply in the box at the bottom. Enter sends; Shift+Enter starts a new line.
  4. Set Status as the ticket moves: Open, Pending, Escalated, Resolved or Closed. Priority runs Low, Medium, High, Urgent. A ticket past its service target carries an SLA Breached badge.

Publishing the answer as you close

When you resolve or close a ticket, Muin asks for The answer that resolves this ticket and prompts you to write it for the next person who asks, not as an internal note. That text is what goes to your knowledge base.

It is optional. Resolve without it and the ticket still closes, but nothing is added to the knowledge base, so the next person asks the same question. Filling it in is the whole point of the field.

You can also use Add to knowledge base on a ticket to draft an article from what was already said. Muin drafts it and tells you the title it used; you review and publish from the Knowledge Base screen.

Knowledge base articles and custom responses

Sidebar → Support → Knowledge Base. This is your own library, separate from Muin’s Help Center.

Two kinds, and the difference matters:

Kind What the asker gets
Article (summarized and cited) The assistant reads the article, answers in its own words, and cites it
Custom response (returned word for word) Your exact text, unchanged

Use a custom response when the wording is not yours to paraphrase - a fee, a policy, a legal line, an address.

To add one:

  1. Click + New custom response (or Edit Article on an existing row).
  2. Fill in Title, Slug and Kind.
  3. For a custom response, list Trigger questions - one phrasing per line. When somebody asks something close to one of them, your answer is sent exactly as written.
  4. Write the Content, or the Answer sent word for word.
  5. Set Visibility - Public, Internal or Draft - pick a Category, and add a Meta Description.
  6. Save.

Filter the list by visibility, by kind, or by category to find what you need.

Rated answers

Sidebar → Support → Rated Answers. Every answer the assistant gave that somebody rated thumbs up or thumbs down, with their reason, queued for your team.

The reasons people can pick are Wrong information, Out of date, Did not answer and Hard to understand.

  1. The page opens on the last 30 days. Filter by rating, by reason, or by whether it has been reviewed.
  2. The counters at the top - Not helpful, needs review, Rated not helpful, Rated helpful, Needs review - are each a link that applies that filter.
  3. Why parents said an answer did not help and Sources behind rated answers show the pattern rather than the individual complaint.
  4. Work the queue card by card. The actions offered depend on the answer:
Action What it does
Fix the cited article Opens the article so you can correct it
Write a word-for-word answer Turns this question into a custom response
Keep this wording Records that the answer was right and no change is needed
Add to verification Adds the question to your verification run, set to either answer it from a published source or decline it
Follow up with the parent / Open the ticket Emails the person back, or opens their existing ticket
Dismiss Closes the item. A note saying why no action is needed is required

Every destructive or outward-facing action confirms first, and emailing somebody back always confirms.

What your assistant answers

Your assistant answers only from your own content: the articles and custom responses you publish in Knowledge Base, and the documents you mark public. It never answers from Muin’s Help Center and never explains how Muin works behind the scenes.

Three checks run on every question, and each one can stop an answer on its own:

  1. Before anything is looked up, a question on your list of topics the assistant must never answer is refused and handed to a person. A question that tries to get the assistant to ignore its instructions is refused too.
  2. While it looks up the answer, it reads only your published content. Internal and draft articles are never used.
  3. Before the reply is sent, it is checked for anything that should stay private, such as staff-only details. A reply that fails the check is not sent. The visitor gets the same message as when there is no answer, and is handed to a person.

When the assistant is not confident, it says so and hands the visitor to your team as a ticket, which lands in Support Portal.

To change what it must never answer, open Sidebar → Support → Support Settings and use Answer policy: list Topics the assistant must never answer, and turn on Require a source on every answer if every reply must name the article it came from. See Support Widget Configuration.

Two routes exist that nobody navigates to by hand: /support/exchange and /support/portal-exchange. They are the landing pages a Muin support engineer arrives on when you have authorized a support session, and the single-use code in the link is the only credential - it expires in about 30 seconds and cannot be reused or forwarded.

What matters to you: while such a session is open, the workspace or portal carries a banner saying so. Support access is visible, time-limited and revocable; it is never silent.

What it affects

  • Resolving a ticket with an answer feeds your knowledge base, which is what the widget answers from next time.
  • A published article or custom response changes what your customers are told immediately.
  • Add to verification changes what your next verification run checks.
  • Follow up with the parent sends a real email to that person.
  • Ticket activity and rated-answer outcomes feed Conversation Analytics.

When it goes wrong

What you see Why What to do
“Your public help center is off, so visitors can’t see these articles yet.” The support portal is disabled Click Turn it on in Support settings
“Could not draft an article from this ticket.” The draft request failed Try again, or write the article by hand from the Knowledge Base screen
“Failed to send message. Try again.” The reply did not send Resend. The ticket is unchanged
“Ticket not found or failed to load.” The ticket was deleted, or the link is from another organization Go back to Support Portal and find it in the list
“Follow-up is not available: this parent left no email and there is no ticket.” There is nothing to reply to Answer the question in the knowledge base so the next asker gets it
“No rated answers here” Nothing was rated in this window Widen the date range or clear the filters
No Support section in your sidebar You are not an owner or admin Ask an owner to open it, or to change your role

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