E-commerce
1 juillet 2026
« C'est quelle adresse exactement ? » « Mon QR ne scanne pas, l'événement commence dans 20 minutes. » « L'atelier est reporté, serai-je remboursé ? » Trois messages où un participant sans FAQ self-service ouvre un ticket urgent alors que TICK-MAP contient déjà date, lieu et policy report.
Un chatbot IA billetterie e-commerce ne remplace pas TICK-FLOW agents (#425). Il lit TICK-MAP, cite date TZ et venue, guide QR wallet pass, explique transfer/cancel policy et route resend J-0 vers agents P0 pré-remplis.
Ce guide #426 couvre intents bot_tick_*, flow TICK-BOT et KPI tick_bot. Distinct du SAV billetterie (#425) et du bot cadeau digital (#420) : ici, cas d'usage IA date événement, accès venue, QR code et policy remboursement billet.
Sommaire
Pourquoi un bot billetterie réduit-il la panique J-0 ?
Un ticket billetterie évitable naît quand le participant ne trouve pas date/heure TZ, adresse venue ou billet QR avant d'écrire au support le jour de l'événement.
Cinq déclencheurs tickets tick botifiables
Date/lieu : timezone, adresse, entrée, parking
QR non reçu : email spam, PDF absent
QR scan fail : luminosité, print, wallet pass
Report/annulation : nouvelle date, refund option
Transfert policy : deadline, fee, faisabilité
Eventbrite observe que 55-65 % des questions pré-événement concernent date, lieu et accès résolvables par FAQ structurée sans agent (Eventbrite, support participants 2026). Tidio estime qu'un bot billetterie tier 1 réduit tickets tick_not_received et tick_date_confusion de 45-58 % (Tidio, chat stats 2026).
Angle #426 vs contenus voisins
SAV tick #425 : TICK-FLOW transfer execute refund batch. Le #426 = bot date venue QR policy tier 1.
Bot dgift #420 : cadeau code scheduled. Le #426 = billet daté QR check-in.
Partial refund #368 : geste commercial. Le #426 = explain cancel_policy, pas execute refund bot.
Bot accès #422 : download licence. Le #426 = event ticket one-shot date.
Cadeau digital #419 : voucher expérience flexible. Le #426 = événement daté boutique.
Exemple DTC
Ateliers 140 tick/mois, 34 tickets baseline #425. Après TICK-BOT : tick_bot_resolution 81 %, tick_ticket_delta -47 %, tick_j0_handoff_sla 96 %.
J-0 bot vs agent
Bot cite venue + QR tips + resend 1x. qr_invalid at door unscanned → handoff P0 #425 TK-7 under 30 min.
Peak bot sessions J-7 to J-0
Bot sessions 5-8x baseline final week. T5 J-0 proactive reduces handoff queue 25 % vs passive widget.
En quoi TICK-BOT diffère-t-il de TICK-FLOW #425 ?
Bot billetterie self-service et playbook agents événement : deux couches sur TICK-MAP.
Matrice bot tick → rôle
#426 TICK-BOT : date venue, QR tips, spam, policy explain, resend 1x
#425 TICK-FLOW : transfer execute, refund org batch, J-0 ops backup
#420 DGIFT-BOT : cadeau code non daté
#368 PART-REF : geste commercial hors billetterie
Router upstream
« Quelle date », « adresse », « QR ne marche pas », « pas reçu billet », « reporté ? » → TICK-BOT. « Transférer à [ami] », « rembourser moi org cancelled », « qr scanned fraud », « J-0 at door now » → handoff #425 TK-7 P0. « Code cadeau spa » → #419 dgift.
Données TICK-BOT
TICK-MAP JSON #425, order event_id, qr_sent_at, qr_scanned, event_datetime_tz, venue_address, transfer_policy, cancel_policy, postpone_status.
Promesse #426
Policy TICK-BOT, 12 intents bot_tick_*, flow TB-1 à TB-8, guardrails no refund execute, KPI tick_bot_*.
Tier VIP vs GA bot scope
TICK-MAP tier_benefits : bot cite VIP lounge vs GA entry. Tier change → handoff #425, not bot upgrade.
Quels intents bot_tick_* configurer ?
Douze intents bot billetterie couvrent tier 1 pré-événement et J-0.
Douze intents bot_tick
bot_tick_date_venue : datetime TZ, adresse, entrée
bot_tick_not_received : email QR absent
bot_tick_spam_guide : TICK-SPAM-01
bot_tick_qr_tips : TICK-QR-TIP-01 luminosité wallet
bot_tick_qr_status : sent, scanned bool lookup
bot_tick_resend_1x : resend if policy + not scanned
bot_tick_transfer_policy : deadline fee explain, pas execute
bot_tick_cancel_policy : refund window explain uphold
bot_tick_postponed : new date valid ticket + refund option cite
bot_tick_wallet_pass : Apple/Google wallet link
bot_tick_handoff_j0 : event today qr fail → P0 #425
bot_tick_route_dgift : voucher expérience → #419
Tags session
tick_bot, tick_bot_venue, tick_bot_qr, tick_bot_resolved, tick_bot_handoff_425, tick_bot_j0. Distinct dgift_bot, dacc_bot.
Triggers T1-T5
T1 : confirmation page event order proactive. T2 : keyword billet/QR/événement/adresse. T3 : email J-1 reminder bot link. T4 : /pages/events-tickets FAQ. T5 : event_date=today widget proactive J-0.
Comment appliquer le flow TICK-BOT en huit étapes ?
Le flow TICK-BOT guide billetterie grounded TICK-MAP #425 et QR status.
Huit étapes TB-1 à TB-8
TB-1 Accueil : « Je vérifie votre billet : date, lieu, QR, conditions. »
TB-2 Auth order : order_id + email attendee
TB-3 Classifier intent : bot_tick_* section 3
TB-4 Match TICK-MAP : event_id, datetime TZ, venue, policies
TB-5 Read ticket status : qr_sent, qr_scanned, postpone_flag
TB-6 Respond : TICK-VENUE-01 | spam | QR tips | policy explain
TB-7 CTA : wallet pass | resend 1x | /pages/events-tickets
TB-8 Clore/handoff : transfer/refund execute → #425 | J-0 P0
TB-5 not_received
If sent logged → bot_tick_spam_guide then bot_tick_resend_1x if resend_count < 1. If event J-0 → escalate handoff #425 P0 even after resend offer.
TB-5 qr fail J-0
If qr_scanned=false → bot_tick_qr_tips then resend 1x. If still at door + event starts < 30 min → bot_tick_handoff_j0 P0 supervisor fields.
TB-6 postponed
If postpone_flag true → bot_tick_postponed cite new_date + refund deadline TICK-MAP. Refund execute keyword REFUND → handoff #425 batch queue.
TB-6 cancel customer
bot_tick_cancel_policy cite window. Outside window uphold CGV polite. No refund bot execute.
Series pass partial date
tick_series : bot lists all dates TICK-MAP. Missed session refund → handoff #425 tick_series_partial policy.
Quelle policy TICK-BOT documenter ?
La policy bot billetterie TICK-BOT encadre resend, policy cite et handoffs.
Huit règles TICK-BOT
TICK-MAP only : datetime TZ, venue, policies depuis JSON #425
Auth before QR resend : order_id + email before resend trigger
Spam guide first : TICK-SPAM-01 if sent logged
Resend bot max 1 : 2nd+ handoff #425 TK-7
No transfer execute bot : explain policy, handoff #425 TICK-TRANSFER-01
No refund execute bot : explain cancel/postpone policy, handoff agents
J-0 P0 handoff 30 min : qr_invalid event today → #425 supervisor
Max 6 turns tick admin : puis portail CTA ou handoff
Corpus RAG sources
/pages/events-tickets, TICK-MAP #425, TICK-SUP #425, venue maps links per event_id.
Sync ops
TICK-MAP postpone update → bot glossary + mass email same hour. Event cancelled flag → bot auto bot_tick_postponed variant cancel.
Revue mensuelle
Audit : wrong TZ cite, refund promise bot, missed J-0 P0 handoff.
Accessibility venue bot
TICK-MAP accessibility_notes in bot_tick_date_venue response. Reduce PMR day-of venue tickets.
Quels guardrails protègent QR et refunds ?
La matrice bot tick autorisé vs interdit protège ops porte et finance.
Actions autorisées bot
Cite TICK-MAP date TZ venue parking accessibility
Lookup qr_sent qr_scanned status
Send TICK-SPAM-01 TICK-QR-TIP-01 TICK-VENUE-01
Trigger resend 1x if unscanned + resend_count < 1
Deep link wallet pass Apple/Google
Explain transfer cancel postpone policies
Handoff #425 J-0 P0 transfer refund execute
Actions interdites bot
Execute transfer disable old QR issue new
Process refund Shopify partial or full
Promise refund outside cancel_policy
Override tier VIP vs GA without agent
Resend if qr_scanned true fraud case
Delay J-0 P0 handoff beyond 30 min SLA
Fraud scanned true
If qr_scanned + client claims not entered → handoff #425 uphold + supervisor. Bot zero second resend.
Org cancel mass refund
Bot explain TICK-CANCEL-ORG-01 timeline. Refund batch → agents #425 only, not bot API.
Chargeback J-0 keyword
Arnaque + event today → immediate P0 handoff with resend proof fields. Parallel bot_tick_handoff_j0 path.
Comment intégrer TICK-MAP #425 et apps billetterie ?
L'intégration bot billetterie Shopify combine TICK-MAP et app ticket API.
Champs read TICK-BOT
order line event_id : SKU tick mapping
qr_status : sent_at, scanned_at bool
attendee_email : fulfillment recipient
postpone_flag : event rescheduled metadata
resend_count tag : bot resend tracking
Shopify digital fulfillment + Ticket Tailor API (Shopify, produits digitaux 2026).
TICK-MAP bot layer
Import #425 : event_datetime_tz, venue, transfer_policy, cancel_policy, postpone_refund_option, wallet_pass_url. TB-4 per order event_id.
Wallet pass deep link
bot_tick_wallet_pass : reduce qr_invalid print issues. TB-7 CTA before resend on J-0 path.
Postpone webhook
Ops update TICK-MAP + bot glossary when event postponed. Auto-trigger bot_tick_postponed template all open sessions event_id.
Multi-qty orders
TB-2 lookup all QR statuses per order. Bot cite qty scanned vs total if partial confusion.
Ticket Tailor API resend
TB-7 resend maps tick_app API endpoint per TICK-MAP. Document regen path per app like #425 agents TK-7.
Quels triggers J-1 J-0 et UX pour TICK-BOT ?
Le déploiement UX TICK-BOT maximise deflection semaine événement.
Cinq placements widget
Confirmation event order : T1 date venue proactive
/pages/events-tickets : T4 FAQ per event_id
Email J-1 reminder : T3 bot link venue + wallet
J-0 morning proactive : T5 « prêt pour [event] ? »
PDP event pre-buy : cancel transfer policy visitor
J-1 email bot link
Klaviyo J-1 : bot_tick_date_venue + wallet pass CTA. Reduce tick_date_confusion and tick_not_received day-of historical 35 %.
J-0 P0 path
event_date=today sessions auto-priority queue. bot_tick_handoff_j0 pre-fill TK-4 fields for agents under 30 min SLA #425.
Postpone surge
postpone_flag true : widget banner all site + bot_tick_postponed default intent boost.
A/B test
T3 J-1 proactive vs passive : tick_bot_resolution + tick_j0_handoff_rate 4 semaines per event.
Multi-event catalog router
Buyer 2 events 2 orders : TB-2 disambiguate order_id before TICK-MAP match. Prevent wrong venue cite.
Quels KPI tick bot mesurer ?
Les KPI bot billetterie lient deflection et SLA J-0.
Huit métriques clés
tick_bot_resolution_rate : résolu sans handoff / sessions tick_bot
tick_ticket_delta : baisse tickets #425 vs baseline
tick_venue_self_service_rate : date venue bot / date questions
tick_spam_first_rate : spam before resend / resend intents
tick_resend_bot_convert : resend 1x success / eligible
tick_j0_handoff_sla : P0 handoff < 30 min / J-0 qr fail
tick_handoff_425_rate : transfer refund execute routed agents
tick_bot_csat : satisfaction tag tick_bot resolved
Benchmark DTC
tick_bot_resolution 78-88 %, tick_ticket_delta -42-52 %, tick_j0_handoff_sla > 94 %, venue_self_service > 70 % date questions.
Dashboard per event
Intent breakdown J-7 to J+0, resend count, handoff reasons, scan rate post-event correlation.
Audit transcript
20 sessions/mois : TZ always cited, no refund bot promise, J-0 P0 triggered correctly.
Post-event CSAT bot
J+1 survey tick_bot sessions only. Correlate tick_bot_csat with scan rate ops KPI.
Quels anti-patterns éviter sur bot billetterie ?
Dix anti-patterns bot billetterie à bannir.
1. Refund promise bot cancel customer
Règle 6 explain only. Execute #425 agents.
2. Transfer execute bot
Règle 5 handoff TICK-TRANSFER-01. Disable old QR agents only.
3. Resend if qr_scanned true
Fraud path handoff uphold. No second QR.
4. Date reply sans timezone
TICK-VENUE-01 always TZ. Paris 14h CET explicit.
5. J-0 qr fail no P0 handoff
Règle 7 30 min SLA mandatory bot_tick_handoff_j0.
6. Skip spam before resend
Règle 3 TICK-SPAM-01 if sent logged.
7. Confondre dgift voucher #419
bot_tick_route_dgift flexible code ≠ dated QR.
8. Pas TICK-SUP #425 prérequis
/pages/events-tickets TICK-MAP before bot launch.
9. Postpone stale bot cite
Sync TICK-MAP same hour ops postpone. Wrong date = chaos.
10. Conversation 12 tours
Max 6 turns règle 8. Venue CTA TB-7.
11. Org cancel bot batch refund
Explain timeline only. Finance batch #425 TK-7.
12. Resend duplicate active QR
Bot must check unscanned before resend. Two active QR = door scan conflict ops nightmare.
Comment Qstomy gère date, QR et policy billetterie ?
Qstomy sur Shopify : TICK-BOT order lookup, TICK-MAP venue date explain, TICK-QR-TIP-01, resend 1x trigger, policy transfer cancel postpone cite, J-0 P0 handoff #425 champs pré-remplis.
Capacités tick bot Qstomy
tick_order_lookup : TB-2 event_id qty datetime
tick_qr_status : TB-5 sent scanned
tick_map_venue : TICK-VENUE-01 auto TZ
tick_resend_once : 1x if policy unscanned
tick_policy_explain : transfer cancel postpone
tick_handoff_j0_p0 : supervisor queue fields
Pipeline #426 → #425
Bot tier 1 venue QR policy. Agents transfer refund J-0 ops backup. Shared TICK-MAP.
Scénario DTC chiffré
Ateliers 140 tick/mois, 34 tickets baseline.
Après TICK-BOT Qstomy : tick_bot_resolution 84 %, tick_ticket_delta -49 %, tick_j0_handoff_sla 97 %, tick_bot_csat 4,5/5.
Explorez support client et demander une démo.
Entraînement corpus sync
Voir entraîner chatbot Shopify for TICK-MAP RAG sync on postpone webhook.
Quelle checklist pour déployer TICK-BOT ?
Checklist TICK-BOT (12 étapes)
Valider TICK-SUP #425 + TICK-MAP /pages/events-tickets
Export TICK-MAP JSON → bot glossary per event_id
Configurer 12 intents bot_tick_* section 3
Implémenter flow TB-1 à TB-8 + qr status read
Activer guardrails no refund/transfer execute + J-0 P0
Router tick vs #425 #419 #368
Placements confirmation + /pages/events-tickets T4
Triggers T3 J-1 email + T5 J-0 proactive
Tests staging 8 scénarios : venue, not_received+spam, qr tips, resend, transfer policy, postpone, J-0 handoff, cancel explain
Wallet pass links + resend_count tag
Dashboard KPI tick_bot per event + J-0 SLA audit
A/B T3 J-1 proactive vs passive 4 semaines
En bref
#426 = bot billetterie tier 1, #425 agents execute
TICK-MAP grounded : datetime TZ, venue, policies
TICK-BOT : status → venue/QR/policy → handoff
J-0 P0 30 min : qr at door handoff mandatory
KPI tick_bot_resolution : cible > 80 %
FAQ
Différence #425 ?
#425 SAV transfer refund J-0 ops. #426 bot date venue QR policy resend 1x.
Bot rembourse si reporté ?
Non. Explique TICK-POSTPONE-01 + refund option. Execute #425 agents.
QR ne scanne pas J-0 ?
QR tips + resend 1x bot. At door < 30 min → handoff P0 #425.
Transférer à un ami via bot ?
bot_tick_transfer_policy explain deadline. Execute → handoff #425.
Voucher spa vs billet ?
bot_tick_route_dgift → #419 experience. #426 dated event QR only.
Aller plus loin
Cette semaine : sync TICK-MAP bot per event_id, configurez TB-5 qr status staging, testez J-0 handoff P0 path, activez widget J-1 email T3.
Partagez ce guide #426 avec ops et support : un bot qui cite l'adresse à 14h CET vaut une file fluide à l'entrée, un participant perdu vaut dix avis négatifs le soir même.
Billet cadeau attendee email ?
Buyer auth before resend attendee. Gift #205 + handoff transfer if name change.
Enzo
1 juillet 2026
