Customer replies

Kai Code sessions started from a ticket stay linked to that ticket. When the pull request is merged, Gleap can close the loop with the customer for you. The behaviour is configured per project under Kai Code → Settings → Customer replies and is also part of the Kai Code setup wizard.

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After merge

Choose what happens after a pull request from a ticket session is merged:

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Reply instructions

Tell Kai what every reply should contain — release links, a reminder to hard-refresh, an offer to schedule a call for critical issues. The instructions apply to both the drafted and the automatic reply.

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When the customer responds

After the reply, Kai reads the customer’s answer and reacts to two outcomes. Unclear or unrelated replies trigger neither.

• The fix worked — the customer confirms. Choose Do nothing or Start workflow to run a published conversation workflow, for example one that asks for a rating.
• The issue remains — the customer still needs help. Choose Show “Continue coding session” to offer your team a one-click way to reopen the coding session with the customer’s feedback already inserted, or Start workflow.

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In the ticket

When a customer reports that a fix needs more work, the Kai Code card on the ticket shows the feedback with Continue coding session. Kai resumes the original session with the customer’s message, or starts a new one if the original can no longer be loaded. Teams that work in their own coding app can copy the feedback with Open in coding app instead.