Hi all,
I’ve been testing the new Customer Agent and really like how it answers questions from our knowledge sources. However, I’ve run into a limitation that makes it hard to use in our setup:
- The agent always tries to collect an email address from visitors.
- The agent is designed to handoff to a human or create a ticket when it can’t answer.
For our use case, we want the Customer Agent to act as a standalone, self‑service assistant for pre‑sales and product questions. Specifically:
- We do not want it to ever ask for an email.
- We do not want it to hand off to a person or create tickets.
- Instead, if the visitor asks for a human, we’d like to direct them to a URL (e.g. “Contact Us” page for sales, or “Submit a ticket” page for support).
This would let us use the Customer Agent as a true AI‑only front‑end that provides information and then routes people to the right self‑service path, without forcing identity capture or escalation.
Our Request:
- Add an option in Customer Agent settings to disable email capture.
- Add an option to disable human handoff and instead configure a custom redirect or message (e.g. link to a page).
- Add possibilities to customize those messages or add actions that are not solely API focused.
This flexibility would make the Customer Agent much more useful for companies like ours who want to provide AI‑driven support and pre‑sales guidance without requiring personal info or live agent involvement.
Thanks for considering this — I’d love to see this added so we can fully adopt the Customer Agent.