Live Situations
Dashboard Live Situations
Active Situations Feed AI Responses in Real-Time
When you add an active situation, the AI chat widget immediately uses this context to respond to related customer queries. Customers get instant, accurate answers without waiting for agent assignment.
J&T Express Service Disruption - Klang Valley Area
Active Now
Started: Today, 8:30 AM
Reported by: James Wong (Logistics)
Expected Resolution: Today, 6:00 PM
J&T Express has notified us of a service disruption affecting pickups and deliveries in the Klang Valley area (Kuala Lumpur, Petaling Jaya, Shah Alam, Subang Jaya) due to a system outage at their sorting facility. All shipments scheduled for today will be delayed by 1-2 business days. J&T tracking system is also temporarily unavailable.

AI Auto-Reply Context (Active)

When customers ask about J&T Express, shipping delays in Klang Valley, or tracking issues, the AI will respond with:
"We're aware that J&T Express is currently experiencing a service disruption in the Klang Valley area today (March 19). Pickups and deliveries are delayed by 1-2 business days, and their tracking system is temporarily unavailable. This affects areas including KL, PJ, Shah Alam, and Subang Jaya. We apologize for the inconvenience. Your order will be delivered once service resumes. If you need urgent delivery, we can arrange an alternative courier for you — would you like me to create a support ticket for that?"
Used 47 times today
47
AI Replies Sent
38
Resolved by AI
9
Escalated to Agent
81%
AI Resolution Rate
Updates Timeline
8:30 AMJames Wong created situation - J&T Express notified us of outage
8:32 AMAI context activated - auto-reply enabled for related queries
9:15 AMSarah Miller updated - confirmed all Klang Valley areas affected
10:00 AMJ&T provided update - estimated recovery by 6 PM today
11:45 AM47 customer queries auto-handled by AI so far
Maybank FPX Intermittent Payment Failures
Active Now
Started: Today, 10:15 AM
Reported by: Rachel Kim (Finance)
Monitoring - No ETA from Maybank
Maybank FPX online banking payments are experiencing intermittent failures (~30% failure rate). Customers may see "Payment Failed" but money has been deducted. This is a known issue on Maybank's side. Affected: All FPX payments via Maybank. Other banks and credit card payments are not affected.

AI Auto-Reply Context (Active)

When customers ask about payment failures or Maybank issues, the AI will respond with:
"We're currently aware of intermittent payment issues with Maybank FPX online banking. If your payment shows as 'Failed' but the amount was deducted from your bank account, please don't worry — do NOT retry the payment. Our finance team will verify your transaction and update your order status within 2-4 hours. Alternatively, you can try paying with a different bank or credit card. Would you like me to create a ticket so our team can verify your payment?"
Used 23 times today
23
AI Replies Sent
15
Resolved by AI
8
Escalated to Agent
65%
AI Resolution Rate
Website Checkout Page Error - 503 Timeout
Resolved
Mar 17, 2:30 PM - Mar 17, 5:45 PM (3h 15m)
Linda Tan (Technical Support)
The checkout page was returning 503 errors intermittently due to a database connection pool exhaustion. DevOps team increased pool size and restarted the application servers. Issue fully resolved.
34
AI Replies Sent
28
Resolved by AI
6
Escalated
82%
AI Resolution Rate
PosLaju Delays Due to Heavy Rain in East Coast
Resolved
Mar 14 - Mar 16 (2 days)
Kevin Lim (Logistics)
PosLaju deliveries to Kelantan, Terengganu, and Pahang were delayed 2-3 days due to severe flooding. All backlogs have been cleared.
89
AI Replies
71
Resolved by AI
18
Escalated
80%
AI Resolution