new

AI Agents can now respond with better context 🧠

AI Agents just got better at keeping up with your conversations! They can now recognize when they’ve been assigned to a conversation or when a closed conversation is reopened by a Contact. This gives them more context to greet Contacts, continue follow-ups or route conversations the right way.

Here’s what’s new:

Knows when it’s assigned:
Your AI Agent can greet Contacts or take the next step when assigned by a human agent, Workflow or another AI Agent.
Spots reopened conversations:
Your AI Agent can tell when a Contact comes back to a closed conversation.
Works with event-based instructions:
Add prompts like “When you are assigned…” or “When a conversation is reopened…” to guide what your AI Agent should do.

To get started, update your AI Agent instructions with assignment or reopened conversation scenarios. Learn more