AI Agent: User Takeover Conversation
in progress
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Adam Teo
Business problem:
- As a user, I want to take over a conversation from the AI Agent and stop it from generating responses when it is too slow, inaccurate, or inappropriate, so that I can accurately address my customers’ and leads’ inquiries and transactions.
Desired outcome:
- Ability to immediately stop AI Agent response
- Seamless transfer of conversation ownership
- Prevent AI Agent from sending delayed responses after reassignment
Use Cases:
- Handling urgent or sensitive customer inquiries
- Prevent AI Agent from sending further incorrect responses
The current workaround:
- Users must manually select themselves from the assignee dropdown, the AI Agent still replies to the last received message before reassignment.
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Nabilah Binti Salleh
marked this post as
in progress
N
Nabilah Binti Salleh
Merged in a post:
Auto-Assign on Takeover
Joash Tubaga
When a live agent takes over a chat from either a co-agent or an AI agent, the conversation should automatically be assigned to the agent who takes over.
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Nabilah Binti Salleh
Hi Joash Tubaga - thank you for your request. Currently, when an agent takes over a conversation, the assignment does not change automatically. Instead, the conversation will remain assigned to the original agent (whether it was a human agent or an AI agent). If needed, you can manually reassign the contact through the Assignment dropdown.