Right now, the AI Customer Agent is linked to an entire channel, which means all incoming messages are handled by the bot. There’s no way to exclude specific customers or ticket types.
We’d like to have the option to exclude certain customers, domains, or ticket topics from being handled by AI.
Examples:
- Tier 1 or strategic clients should always be handled by our account team
- Specific customer domains or lists should be handled manually
We tried solving this through workflows, but the AI still replies unless the ticket is assigned before the bot reacts, which is difficult to manage at scale.
Since this will become a paid feature, we want to control where it’s used. AI should support us where helpful, but not in high-value or sensitive cases.