---
title: "Customer replies"
description: "What happens on the ticket once a Kai Code fix is merged, and when the customer responds."
url: https://docs.gleap.ai/en/articles/696-customer-replies
collection: "Kai Code"
updated: 2026-11-01
language: en
---

# 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 **AI agents → Kai Code → Settings → Customer replies** and is also part of the [Kai Code setup wizard](https://gleap-developer-docs.gleap.help/en/articles/689-getting-started).

## After merge

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

<table style="min-width: 50px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><th colspan="1" rowspan="1"><p>Option</p></th><th colspan="1" rowspan="1"><p>What happens</p></th></tr><tr><td colspan="1" rowspan="1"><p><strong>Human verifies first</strong> (default)</p></td><td colspan="1" rowspan="1"><p>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.</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Auto message after delay</strong></p></td><td colspan="1" rowspan="1"><p>Kai waits for your <strong>deployment delay</strong> (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.</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>No customer message</strong></p></td><td colspan="1" rowspan="1"><p>Nothing is sent on the customer thread. The PR-review task closes automatically. You follow up yourself.</p></td></tr></tbody></table>

### 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.

## 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.

## Related

- [Kai Code](https://docs.gleap.ai/en/articles/688-kai-code.md)
- [Getting started](https://docs.gleap.ai/en/articles/689-getting-started.md)
- [Sessions](https://docs.gleap.ai/en/articles/690-sessions.md)
- [Tickets and pull requests](https://docs.gleap.ai/en/articles/691-tickets-and-pull-requests.md)
- [Your own coding agent](https://docs.gleap.ai/en/articles/692-your-own-coding-agent.md)