Convert unresolved bot chats into support tickets

When a conversation is handed off in GAIL, automatically create a detailed support ticket in Textline with a summary of the dialogue.

Try:

See all Textline + GAIL integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Textline Explore Textline →

Triggers

New ticket or conversation

Fires when a new support ticket or chat conversation starts in Textline.

Ticket status changed

Fires when a ticket's status changes in Textline.

Ticket assigned

Fires when a ticket in Textline is assigned to an agent.

SLA breached

Fires when a ticket in Textline breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Textline.

Update ticket status

Updates a ticket's status in Textline.

Assign ticket

Assigns a ticket in Textline to an agent.

Reply to a ticket or chat

Posts a reply or internal note on a ticket or conversation in Textline.

GAIL Explore GAIL →

Triggers

New conversation started

Fires when a new chat or conversation begins in GAIL.

Lead captured in chat

Fires when GAIL captures a lead during a conversation.

Conversation handed off

Fires when GAIL escalates a conversation to a human.

Actions

Send a message

Sends a message to a user through GAIL.

Generate an answer

Asks GAIL a question against its knowledge base and returns the answer.

Summarize a conversation

Uses GAIL to summarize a chat transcript.

Create a ticket from a chat

Opens a support ticket from an GAIL conversation.

Summarize tickets when SLA thresholds are breached When an SLA is breached in Textline, automatically use GAIL to generate a conversation summary and add a comment to the ticket. See details

Send chatbot updates when tickets are resolved When a ticket status changes in Textline, send an automated follow-up message through GAIL to keep the customer updated. See details

See all Textline + GAIL integrations → · Browse the full workflow library →

Enterprise-grade security

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FAQ

Common questions

Can Knit build “Convert unresolved bot chats into support tickets” between Textline and GAIL?

Yes — describe it in the box above and Knit's Integrations Agent researches Textline and GAIL's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

How does integrating GAIL with Textline improve support team efficiency?

Chatbots handle routine questions and automatically convert unresolved conversations into detailed support tickets, allowing agents to step in with full context.

Can updates on ticket status be sent back to the customer chatbot?

Yes, when a support ticket status changes in Textline, you can automatically send a message through GAIL to notify the user.