I would love to have the ability to add more specific rules and guidelines to the Breeze Customer Agent. Currently, the controls in place are quite limited. We can only set keyword specific triggers for hand offs and we have no way to give guidelines or instructions for how the agent should behave.
When setting up a custom assistant, there is a section to give the assistant instructions on how to interact with users. We should have this same feature for the Customer Agent so that we can customize the behavior better.
Along with that, improved hand off rules would be a huge help. Keywords can only get you so far. To feel better about having the customer agent handle interactions with our clients, I would love to be able to give it more detailed rules for hand offs. The ability to give it more situational or contextual hand off rules instead of just keywords for example.