Stop AI Assistant by replying to message | Voters

Stop AI Assistant by replying to message

planned

Karina Khachatryan

Make it possible to stop the AI Assistant (change the status from Pending to Open) and assign the conversation to the agent who has replied by just replying to the message. This setting might be optional and can be activated from the inbox's settings.

June 18, 2024

Lilith Jalalyan

marked this post as

planned

Lilith Jalalyan

Thanks for the feedback Karina Khachatrian
Currently, we ask the agent to assign the ticket upon the reply, however, we can customize this settings in the following way> 
There should be a settings Auto-Assign Pending Conversations Upon Agent's Reply
“ This conversation will be automatically assigned to the agent if s/he  interferes with the conversation while it is still pending” 
If the setting is enabled, the agent will open the conversation and see the input field with the  notification banner: banner text: “ This conversation is not assigned to you. upon your reply the conversation will be automatically assigned to you “ 
If the setting is disabled, the input will be enabled  with the  action  banner: banner text: “ This conversation is not assigned to you. Would you like to assign this conversation to yourself? Assign to me (CTA)” At this point the agent will decide reply with or without the assignment.