AI Agent: Queue Assignment Until an Agent Is Available
Hatim Benkaddour
Business Problem:
Currently, the AI Agent can check whether a user is online before assigning a contact. However, if no eligible users are online, the AI Agent cannot place the conversation in a queue and wait for someone to become available.
Desired Outcome:
Allow the AI Agent to queue the assignment when no eligible users are online.
The AI Agent should:
- Check whether an eligible user in the selected team is online.
- If no one is online, keep the conversation in a pending assignment queue.
- Automatically assign the contact when an eligible user becomes available.
- Continue assisting the contact until the human assignment is successfully completed.