AI Agent: Assign to Agent/Team with Online Status Check
under review
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).
S
Shi Hui
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.