What it is
When an agent opens a ticket, Onflo shows up to four banners above the conversation. Each one is a different kind of heads-up: this ticket is critical, this is part of a wider issue already being worked, this person has already reported this, or these articles will probably solve it.
Every banner is a suggestion, and the wording says so. Each one can be dismissed, and none of them close, merge, link, or reply to anything on their own. The agent decides and confirms. The only thing a banner changes by itself is the priority on a critical ticket.
The four banners
Critical alert (Currently disabled). A red banner naming the categories the ticket matched, such as safety and well-being. It sets the priority to Critical and records the categories on the ticket. An agent can also flag a ticket critical by hand, which asks for a category, notifies the team immediately, and grants them access.
Global ticket (Known issue). Says this ticket looks like part of a wider issue that already exists, with the issue name, how many people it is affecting, and when it started. The action is to link the ticket to that global ticket.
Duplicate. Says this person has already filed this, and lists the earlier tickets with their dates. The action is to mark the ticket as a duplicate of one of them.
Quick solutions. Lists up to three knowledge base articles that may resolve the ticket, each with a relevance figure showing how strong the match is. Any of them can be added straight into the reply the agent is drafting.
How each banner decides what to show
The rules are deliberately narrow, because a wrong suggestion costs more trust than a missing one.
Duplicates are same-person only. The AI compares the description, the topic, and the device or location together, not just the wording, and only looks at that submitter's tickets from the last 14 days. Two parents reporting the same late bus are a known issue, not duplicates of each other.
Known issues are scope-checked first. The AI confirms the issue applies to that school, route, or system before it scores the match at all, so the same problem at a different building is never offered. If both an active outage and a Global ticket (known issue) match, only the outage shows, as the more authoritative record.
Articles are matched on the topic as well as the content. The classified topic is used alongside the description, which is what separates a Chromebook that will not power on from one that will not charge.
Why a banner sometimes shows nothing
This is the question CSMs will get most, and an empty banner is usually the system working as designed. A match has to clear a relevance floor of around 80 percent to be shown at all, and only the top appear at max. We don’t want to make it overwhelming but as the learning curve grows, we could show around top 3 for each type of banner as well. Anything below the floor is withheld rather than listed, because a banner full of near misses teaches agents to ignore it within a week. Agents can always open the knowledge base from the banner to see the rest.
What happens after the agent acts
Marking a duplicate keeps one ticket as the primary and closes and links the rest to it. Communication then goes out from the primary, and the closed tickets say so with their reply box switched off. A duplicate can be unlinked later and reopened.
Linking to a global ticket attaches it to the known issue and adds it to the Known Issues panel in the sidebar. From the global ticket, one Reply to All answers everyone who reported it. That global ticket can also be published to the customer portal, so people see the issue before they file.
Adding an article inserts it into the draft reply, which the agent still edits and sends. Nothing goes out automatically.
What clients can control
Three things a client owns directly change how good the banners are, which makes them the useful conversation at a review:
Their knowledge base. Quick solutions can only offer what the district has written. Thin or stale articles are the most common reason the banner stays empty.
Their topic structure. Topics are configured per district, and the topic is used in both article matching and duplicate detection, so a well-maintained topic list makes both more accurate.
Whether a global ticket is published to the customer portal. Publishing turns an internal outage record into a known issue people can see for themselves.