{% if commerce_config.favicon_url %} {% endif %}
{% if commerce_config.logo_url %} {{ commerce_config.host_site_title }} logo {% endif %} {{ commerce_config.host_site_title }} Admin

? Back to support inbox

{{ detail.thread.subject }}

{{ detail.thread.public_id }}

{% if request.args.get("message") == "triage_complete" %}

AI triage complete

{% endif %} {% if request.args.get("message") == "reply_draft_complete" %}

AI reply draft complete

{% endif %} {% if request.args.get("message") == "reply_saved" %}

Reply saved to conversation

{% endif %} {% if request.args.get("message") == "status_updated" %}

Thread status updated

{% endif %} {% if request.args.get("message") == "priority_updated" %}

Thread priority updated

{% endif %} {% if request.args.get("error") == "ai_client_required" %}

AI analysis is unavailable because no commerce AI client was provided by the host app.

{% endif %} {% if request.args.get("error") == "reply_body_required" %}

Reply body is required before saving an admin reply.

{% endif %} {% if request.args.get("error") == "status_invalid" %}

Invalid support thread status.

{% endif %} {% if request.args.get("error") == "priority_invalid" %}

Invalid support thread priority.

{% endif %}

Customer

{{ detail.thread.customer_name or "Customer" }}

{{ detail.thread.customer_email }}

Status

{{ detail.thread.status.value }}

Priority

{{ detail.thread.priority.value }}

Issue type

{{ detail.thread.issue_type }}

{% if detail.thread.metadata.get("triage") %}

AI Triage

Issue

{{ detail.thread.metadata["triage"]["issue_type"] }}

Confidence

{{ "%.2f"|format(detail.thread.metadata["triage"]["confidence"]) }}

Escalate

{% if detail.thread.metadata["triage"]["should_escalate"] %}Yes{% else %}No{% endif %}

Recommended priority

{{ detail.thread.metadata["triage"].get("recommended_priority", detail.thread.priority.value) }}

{{ detail.thread.metadata["triage"]["summary"] }}

{% if detail.thread.metadata["triage"]["missing_information"] %}

Missing: {{ detail.thread.metadata["triage"]["missing_information"]|join(", ") }}

{% endif %}
{% endif %} {% if detail.thread.metadata.get("reply_draft") %}

AI Reply Draft

Draft only. Review before sending.

Tone

{{ detail.thread.metadata["reply_draft"]["tone"] }}

Human review

{% if detail.thread.metadata["reply_draft"]["needs_human_review"] %}Required{% else %}Optional{% endif %}

{{ detail.thread.metadata["reply_draft"]["body"] }}

{% if detail.thread.metadata["reply_draft"]["next_actions"] %}

Next actions: {{ detail.thread.metadata["reply_draft"]["next_actions"]|join(", ") }}

{% endif %}

Saving adds this reply to the support conversation. It does not send email.

{% endif %}

Conversation

{% if detail.messages %} {% else %}

No messages recorded for this thread yet.

{% endif %}