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Support is a built-in request (ticket) system for contacting the AI Textura team. Here you can ask a question, report a problem, or get help with setup — and receive a reply right inside the platform, without switching to email or messengers. Besides regular tickets, you have two “fast lanes” to support:
  • The thumbs-down button on any AI reply — starts a 4-step review that creates a ticket automatically.
  • The Support access to account toggle — lets the team look at your chats, agents, and settings so they can solve the problem faster.
Support section with the access toggle

Account Settings

Your account preferences

Billing

Balance and charge history

AI Employees

Managing AI Employees

Channels

Connecting communication channels
You’ll find this section in the left menu: Support.

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Support access to your account

At the top of the Support page is the Allow support to access account toggle (new in v2.5.0). When it’s on, the status Access granted appears next to it.
If your ticket is about agent setup, AI behavior in a specific chat, or connecting a channel, turn on access before sending the ticket. This speeds things up considerably: the team doesn’t need to ask you for screenshots and videos — they’ll look for themselves.
Access granted stays in effect until you turn the toggle off yourself. Once the problem is solved, we recommend turning access off again. On critical accounts with financial operations, turn on access only while a specific ticket is being investigated.

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How to report an AI reply (thumbs down)

If an AI Employee gave a customer a wrong reply, you don’t need to create a ticket manually — the message has a Mark reply as unhelpful button (thumbs down). It starts a 4-step review: the platform first tries to explain the cause of the bad reply on its own, and if you still have questions, it creates a request to the AI training team with an automatically attached “Context report”.

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Video guide

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Where to find the button

In the Chats section, open any conversation. Every AI Employee message has a thumbs-down button (aria-label: Mark reply as unhelpful). Click it to open a review dialog.

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Step 1 of 4 — Bad reply review

Step 1 — automatic diagnostics of a bad reply
The platform shows automatic diagnostics of how the agent arrived at this reply: At the bottom are three buttons:
If automatic diagnostics aren’t available, the platform shows: “Couldn’t get automatic diagnostics. Review the timeline below manually.” This is rare — proceed as usual and describe the problem in step 3.

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Step 2 of 4 — Check the instructions and tools

Step 2 — checking instructions and tools
“The instruction may be incomplete — the agent didn’t understand it needed to call a tool.” At this step, the platform shows the list of tools the agent used in this case (check_language, Knowledge Base search, CRM operations, etc.). You decide whether the Persona or the working rules themselves are to blame:
Before clicking In the instructions, open the AI Employee’s Persona in a separate tab and check whether it actually describes how to call the tool in question. Sometimes fixing the prompt is faster than waiting for a support reply.

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Step 3 of 4 — Describe the problem

Step 3 — describing the problem
Here you fill in three fields — they make up the body of the ticket:

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Cause options

The Next → button becomes active only after you fill in the first textarea.

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Step 4 of 4 — Thank you! Your feedback matters

Step 4 — final screen
The final screen gathers everything into one ticket:
  • Summary: Expected reply: {your text from step 3}, Cause: {selected cause}.
  • Message: “This information will go to the AI training team. We use it to make agents better. A reply usually arrives within 3 business days.”
  • Key point: “The case context report will be automatically attached to the support request.”
  • The 📎 Open context report → link — lets you view a detailed report of the agent’s decision steps before sending.
  • Buttons: ← Back, Send.
After you click Send, a new ticket with the On Customer status appears in the Support section — the AI training team usually gets back to you within 3 business days.
Thumbs down is not just a rating for analytics. It’s a ticket format for a specialized team: it automatically collects all the technical information (message language, talents used, Knowledge Base search results, the agent’s final decision) and attaches it to the request. The team doesn’t need to ask you for context — it’s already there.
Use thumbs down for any inaccuracy in an AI reply — even if you’re not sure the problem is serious. The more of these signals the training team gets, the faster agents become more accurate.

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How to create a new ticket

1

Open the Support section

Click Support in the platform’s left menu.
2

Click + New ticket

The button is at the top of the page.
3

Enter a title

Briefly describe the essence of the question or problem.
4

Write the first message

Explain in detail what happened or what you need. Specify which AI Employee or feature it concerns, what you did, and what went wrong.
5

Send the ticket

Once created, the ticket appears in the request list with the On Customer status.
New ticket dialog
The more precisely you describe the problem in your first message, the faster you’ll get a reply. If the problem is about a specific AI reply, try the thumbs-down button first: it attaches the context report automatically.

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Messaging inside a ticket

After you create a ticket, the conversation takes place in chat format — right in the right-hand panel of the Support section. Your messages appear on the right, the team’s replies on the left. To send a message:
  1. Open the ticket by clicking it in the list.
  2. Type your text in the input field at the bottom.
  3. Send the message.
When the team replies, a red indicator with the number of unread messages appears next to the ticket in the list.
If you want to add to your request, just write a new message in the same ticket. You don’t need to create a separate request.

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Ticket statuses

Each ticket has one of two statuses: The status updates automatically: when the team replies and waits for your response, the ticket moves to On Customer. When the issue is resolved, the team moves the ticket to Done.
A closed ticket can’t be reopened. If the problem happens again or you have a new question, create a separate ticket. You can reference the previous request in the text.

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Searching and filtering requests

If you’ve accumulated a lot of tickets, two tools help you find the one you need quickly:

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Response times

The AI Textura team tries to respond to requests as quickly as possible. Approximate times:
If your question is urgent, say so in the ticket title. For example: “URGENT: AI Employee stopped replying in Telegram”. This helps the team prioritize your request.

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Tips for effective requests

  • One question — one ticket. This makes it easier for the team to track and resolve each task.
  • Answer the team’s questions — it speeds up the resolution.
To get the fastest response to your request, attach the following to your ticket:
  1. A screenshot of the error — attach the image right in the message so the team can see what’s happening immediately.
  2. A link to the conversation — open the Chats section, find the conversation, and copy the URL from your browser’s address bar. That way support can see the conversation and understand the situation.
  3. Steps to reproduce (if the error is complex) — describe step by step what to do to reproduce the error. This lets the team repeat the scenario and see in the conversation how it works.
Example of a good request:
Title: “Booking link doesn’t work” Message: “The ‘Concierge’ AI Employee in Telegram sends customers a booking link, but it opens a blank page. Link: [URL]. The problem started yesterday. Conversation link: https://app.aitextura.com/chats/… To reproduce: write to the bot ‘book a room for March 20’ — the reply will contain a broken link.”

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FAQ

Yes! You can attach images and files right in a ticket message. We recommend always adding a screenshot of the error — it speeds up the resolution considerably.
A red indicator with the number of unread messages appears next to the ticket in the request list.
No. If the issue comes back, create a new ticket. You can reference the previous request in the text.
There’s no limit. Create as many requests as you need.
The AI Textura support team — real people who know the platform inside out. It’s not a bot.
The team works during business hours (Moscow time), but critical requests may be handled outside the standard schedule.
Thumbs down is a specialized channel for requests about AI reply quality. The platform collects all the technical information itself (message language, talents, Knowledge Base, final decision) and attaches it to the ticket. The request goes to the AI training team. A regular ticket is a free-form request to general support: questions about billing, connecting channels, access, and so on.
Yes. Access is granted only to AI Textura support staff and is used to diagnose your problems. All actions are logged on the platform side. Once the ticket is resolved, we recommend turning the toggle off — you can do this at any time on the Support page.
The report includes: the language of the customer’s message, the list of talents called and their results, what was found in the Knowledge Base, and what final decision the agent made. You can view the report before sending via the ”📎 Open context report” link in step 4.
First, check status.aitextura.com — maintenance and outages are posted there, and urgent updates are duplicated in the platform’s Telegram channel. If the status is green, try another browser and clear your cache, then write to us.
In order: your word balance isn’t at zero; the AI Employee is turned on and its channel is active; turn the channel off and on again — this rebuilds the connection; check status.aitextura.com. If everything is fine, create a ticket and attach a link to the conversation.
Nothing. The platform switches to backup models automatically; replies may be slower than usual during that time.
On models from OpenAI, Google, and other leading providers — the platform doesn’t train its own models. The platform itself is written in NodeJS with Python modules.
On the AI TEXTURA YouTube channel. Videos for specific sections are embedded right in the documentation articles — on the Persona, Knowledge Base, Talents, Notifications pages, and others.