bcgov / bcgov/lcfs

LCFS - Add Support Escalation Form to AI Chatbot

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#3,544 2 comments 0 reactions 1 assignee Claimed by @hamed-valiollahi View on GitHub
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Description

**Description:**
Add a "Contact Support" option in the chatbot that allows users to send their question and conversation history directly to the support team via email when the AI assistant cannot help or is uncertain about the answer.

**Wireframe:**

**Purpose and benefit to user:**
When the AI assistant's confidence is below e.g. 70% or cannot resolve a user's issue, users need an easy way to reach human support without losing the context of their conversation. This ensures no user is left without help.

**Acceptance Criteria:**
- [ ] Given the AI's confidence is below e.g. 70%, When I receive a response, Then I see a "Not helpful? Contact Support" option
- [ ] Given I'm in the chat, When I need help, Then I always see a "Contact Support" link at the bottom
- [ ] Given I click "Contact Support", When the form opens, Then I see fields for: Issue Type, Description of my issue, My email and name (already filled in)
- [ ] Given I submit the form, When it's sent successfully, Then I see a confirmation message: "Your request has been sent. Expected response: e.g. 5-10 business days"
- [ ] Given the support team receives my request, When they open it, Then they see my information, issue description, and the full conversation I had with the chatbot

**Development Checklist:**
- [ ] Create EscalationForm component with validation
- [ ] Add "Contact Support" link in ChatWindow footer

**Notes:**
- Automatically include conversation history so users don't have to explain everything again
- Show confidence indicator when AI is uncertain (<70% confidence)
- Track common escalation reasons to improve the AI over time

Contributor guide

Open the contributing guide

Assessment

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