> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gleap.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer replies

> What happens on the ticket once a Kai Code fix is merged, and when the customer responds.

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](/documentation/kai-code/getting-started).

## After merge

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

| Option                             | What happens                                                                                                                                                                                                                                |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Human verifies first** (default) | A task is created for a teammate to confirm the fix is live. Once they confirm, Kai drafts a customer reply using your instructions and places it in the ticket's composer for review.                                                      |
| **Auto message after delay**       | Kai waits for your **deployment delay** (default 5 minutes, up to one week), then drafts and sends the reply automatically. Set the delay long enough for your deployment to finish so the fix is live when the customer reads the message. |
| **No customer message**            | Nothing is sent on the customer thread. The PR-review task closes automatically. You follow up yourself.                                                                                                                                    |

### 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.

## 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**.

<Note>
  A **Start workflow** action needs a published conversation workflow selected. Settings are not saved while a workflow action has no workflow.
</Note>

## 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.