docs: add AI fallback use case combining Label the incoming message and Open a ticket

[SangeetaMishr]

Summary

Fixes #550

Adds a "Use Case: Escalating unanswered AI queries to a human agent" section to the Open a ticket with a human agent doc, answering the Discord question referenced in the issue:

1. How to add Label the incoming message in the AI fallback path so unhandled messages get labeled automatically (e.g. AI_unhandled).
2. How to add Open a ticket with a human agent right after labeling, so those queries route to a human agent.

The walkthrough covers:

• Capturing the contact's question, then calling the AI Assistant as usual
• Configuring the assistant's Instructions to return one consistent fallback phrase when it can't answer
• Using Split by a result in the flow on the assistant's response to branch on that fallback phrase (or the Other branch)
• Labeling that branch with AI_unhandled right there - since no Wait for Response runs between the contact's original question and this point, the label still lands on the original question, not the AI's reply
• Adding the Open a ticket with a human agent node immediately after, using the original question as the ticket body

Cross-links to the existing File Search / OpenAI Assistants doc, the Split by a Result in the Flow doc, and the Label the incoming message doc (recently expanded in #644) rather than duplicating their content.

Verification

No Glific feature returns a built-in "AI couldn't answer" signal, so the guidance relies on the org configuring a consistent fallback phrase in the assistant's Instructions and branching on it - this matches how orgs actually do this today per the linked Discord thread. The claim that the label still applies correctly a few nodes after Wait for Response (as long as no other Wait for Response intervenes) is grounded in glific/glific's add_input_labels behavior verified while writing #644 (it labels context.last_message, which is only overwritten when a new inbound message resumes the flow).

Test plan

• Docs site renders the new section and links correctly
• Reviewer confirms this matches the pattern recommended on Discord

Summary by CodeRabbit

• Documentation
  • Updated the “Open a ticket with a human agent” guide with the latest revision date.
  • Added a new use case showing how unanswered AI conversations can be escalated to a human agent, including tagging the original message and opening a routed ticket with the user’s question.

[coderabbitai]

No actionable comments were generated in the recent review. 🎉

ℹ️ Recent review info

⚙️ Run configuration

Configuration used: Organization UI

Review profile: ASSERTIVE

Plan: Pro

Run ID: 466598c5-d603-4ffc-92d4-73736c6e7eb8

📥 Commits

Reviewing files that changed from the base of the PR and between af69d32 and 8d95830.

📒 Files selected for processing (1)

• docs/4. Product Features/03. Flows/2. Flow Actions/16. Open a ticket with a human agent.md

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📝 Walkthrough

Walkthrough

This change updates a single documentation file describing the "Open a ticket with a human agent" flow action. The "Last Updated" date was changed from October 2025 to July 2026. A new use-case section was added, describing how to escalate unanswered AI assistant queries to a human agent by detecting a fallback phrase, labeling the original message, and opening a ticket using the original question as the ticket body.

Changes

Cohort / File	Change Summary
docs/4. Product Features/03. Flows/2. Flow Actions/16. Open a ticket with a human agent.md	Updated "Last Updated" date; added new "Use Case: Escalating unanswered AI queries to a human agent" section

Sequence Diagram(s)

Not applicable — this change is a documentation-only update with no code execution flow to diagram.

Compact Metadata
Type: Documentation
Impact: Low — documentation-only change
Files changed: 1

Related Issues: None specified
Related PRs: None specified

Suggested Labels: documentation

Suggested Reviewers: None specified

Poem
A rabbit hops through docs so neat,
Changing dates with careful feet,
A fallback phrase, a ticket sent,
To human hands the query's meant,
July now marks this page complete. 🐰📄

🚥 Pre-merge checks | ✅ 5

✅ Passed checks (5 passed)

Check name	Status	Explanation
Title check	✅ Passed	The title clearly summarizes the new AI fallback use case and the two flow actions being combined.
Description check	✅ Passed	The description is directly related to the doc update and explains the AI fallback labeling and ticket-routing workflow.
Linked Issues check	✅ Passed	The change satisfies #550 by documenting how to label the fallback path and immediately open a human-agent ticket.
Out of Scope Changes check	✅ Passed	The only other change is a doc metadata refresh, which is consistent with the documentation update and not out of scope.
Docstring Coverage	✅ Passed	No functions found in the changed files to evaluate docstring coverage. Skipping docstring coverage check.

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[github-actions]

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