Controlling ConveyorAI with Ticket Comments

ConveyorAI monitors comments on your connected tickets (Zendesk, Salesforce, Jira, etc.) and responds to natural language directives left by your team. This allows you to override escalations, resume processing, or stop the agent — without leaving your ticketing system.

You can address the agent as ConveyorAI, Conveyor, or the legacy alias Sue.

Commands

Override an Escalation

If a ticket has been escalated (e.g., flagged for review due to NDA requirements, question count, or other rules), you can instruct ConveyorAI to bypass those rules and import the ticket anyway by leaving a comment that clearly directs it to proceed.

Example phrases:

• "ConveyorAI, please override the number of questions rule and finish this ticket."
• "ConveyorAI, the NDA is good to go now. Can you answer the questions now?"
• "Conveyor, process this questionnaire please."
• "ConveyorAI, just create the questionnaire."
• "ConveyorAI, override rules and finish the ticket."
• "ConveyorAI, please import this one anyways."
• "Continue to import to Conveyor."

When ConveyorAI detects an override directive, it bypasses all escalation rules and proceeds directly to importing and answering the questionnaire.

Stop Processing a Ticket

You can instruct ConveyorAI to stop monitoring or acting on a ticket at any time.

Example phrases:

• "Conveyor please stop listening."
• "This one is out of scope ConveyorAI."
• "ConveyorAI stop."

Once stopped, ConveyorAI will ignore further activity on the ticket until a resume command is issued.

Resume a Stopped or Ignored Ticket

If a ticket has been marked as ignored (for example, after a stop command was issued), you can instruct ConveyorAI to start processing it again.

Example phrases:

• "We fixed this one up. It's ready for you ConveyorAI."
• "ConveyorAI triage this one please."
• "ConveyorAI, process this one please."
• "Please start listening again, ConveyorAI."
• "ConveyorAI, listen now please."

Note: This command is only available when a ticket is in an ignored state. It resumes normal processing, meaning escalation rules will still apply. To bypass escalation rules entirely, use an override command instead.

Tips

• Comments do not need to match these phrases exactly — ConveyorAI uses AI to interpret intent, so natural variations work.
• Be explicit. Ambiguous comments (e.g., "Let's complete this one for them" or "Chris, can you take this one?") will not trigger a command.
• Commands are evaluated from the latest comment on the ticket, so if multiple directives exist, only the most recent one takes effect.