AI Agent: Add Comments
complete
Wong Yi Teng
Business Problem
Currently, the AI Agent cannot add internal comments to conversations. As a result, when a conversation is escalated, human agents must manually read through the entire conversation history to understand what happened. This slows down escalations and increases the risk of missing critical context, such as actions already taken, reasons for failure, or why an escalation occurred.
Desired Outcome
Enable the AI Agent to add internal comments within conversations. These comments could:
- Summarize actions taken by the AI Agent.
- Explain the reason for escalations or failures.
- Provide guidance to human agents on next steps.
- Tag or mention specific users/managers when attention is required.
N
Nabilah Binti Salleh
marked this post as
complete
📝🤖 Faster handoffs, clearer escalations! AI Agents can now add internal comments to summarize what happened and guide the next steps — with optional @mentions to alert the right teammate.
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Allura Center
We need this
Santiago Caceres
until it's ready: I created a contact field calling “notes to the agent” and then he leaves the comments there. I hope it helps for now, but it really would be ideal for him to leave the comments in the chat.
N
Nabilah Binti Salleh
marked this post as
in progress
S
Shi Hui
marked this post as
planned
Alex Kemsley
Yes please.
S
Shi Hui
marked this post as
under review