MKT Administración
Business Problem:
Today, AI Agent can only reply to a conversation while it is assigned to the AI. The moment a conversation is assigned to a human agent, AI Agent stops responding completely — even for repetitive tasks it could still help with.
Desired Outcome:
Allow AI Agent to operate simultaneously with an assigned human agent, without needing to reassign the conversation away from that agent. Specifically:
  • The conversation stays assigned to the human agent throughout.
  • AI Agent can automatically reply based on configured rules/flows (e.g. welcoming the customer, detecting intent, collecting initial info like vehicle make/model/year, answering FAQs) while the agent is unavailable or hasn't stepped in yet.
  • The agent sees AI Agent's replies in real time.
  • The agent can pause/deactivate AI Agent at any time via a "Take Control" button, stopping it from replying until reactivated.
  • The agent can re-enable AI Agent afterward to resume automation.
Use Case:
A sales team where advisors own follow-up on conversations, but want AI to handle pre-qualification, FAQs, and keeping the conversation active when the advisor isn't immediately available — without constantly reassigning the conversation between AI and human.