AI Agent (New Branch): When Contact Asks to Speak to Human
complete
Z
Zy
Business Problem
Our current AI Agent Workflow Step lacks the capability to seamlessly transfer a contact to a human agent when the Contact requested for a human agent.
This limitation can lead to customer frustration and dissatisfaction, especially in complex or sensitive situations where human intervention is preferred.
Desired Outcome
Introduce a new branch that executes the next Workflow Step when a contact explicitly requests to speak to a human. Users can configure the handover using the branch.
Z
Zy
complete
A new branch, Failure: Speak to Human, can now be added to the AI Agent Step to manage the Contact’s journey when during the conversation, the Contact asks to speak to a human agent.
Y
Yihui Chan
in progress
Z
Zy
planned
L
Luis Araujo
Its very important this feature to not be on a loop with the agent ai