AI Agent: Assign to Agent/Team with Online Status Check
in progress
V
Vivi Suhana Mohd Hasrul
Business Problem:
Currently, the AI Agent does not have the ability to check whether a user (agent) is online before assigning a contact. As a result, contacts may be routed to offline agents, leading to delays in responses and a poor customer experience.
Desired Outcome:
Enhance the AI Agent’s Assign to Agent or Assign to Team action so that it verifies agent availability first. The AI should:
- Detect whether the target agent/team members are online and available.
- If the chosen agent is offline, automatically assign the contact to another available agent within the team.
- Optionally, allow businesses to configure fallback behavior (e.g., queue until online, assign to backup team).
Laura Morales
It would be useful if, in the prompt for team assignment by the AI, it were possible to specify the method (Round Robin or Least Open Conversation), without requiring an auxiliary workflow
N
Nabilah Binti Salleh
Laura Morales: Hi there! You can already specify the method (Round Robin/Least Open Conversation) via the AI Agent configuration.
See more here.
Wbsandy Kanzouh
Nabilah Binti Salleh
Thank you this is so helpful
S
Shi Hui
marked this post as
in progress
S
Shi Hui
marked this post as
planned
S
Shi Hui
marked this post as
under review
N
Nabilah Binti Salleh
Merged in a post:
AI Agent - Condition Check to Assign to Online User
Viiky Ng
Business Problem: Business support operations run on shifts, but the new AI agent currently cannot verify which support users are online. As a result, it is unable to correctly assign incoming conversations to online agents only.
Desired Outcome:
The AI agent check the real-time online status of users and assign conversations accordingly.