Provide additional routing options for the Customer Agent to route to a ticket. This is currently limited to a hand-off only, which requires a user to be assigned to the live chat.
Who it’s for: Service Hub users with access to the Customer Agent (currently in beta)
What problem it solves: Not every team has capacity to be available 24/7 for the AI Agent to hand-off the conversation to a live person, being able to create a ticket allows it to flow into existing processes/queues.
submitting on behalf of Patrick O’Keefe, reference ticket #19929723027 for additional details about the limitations.
Hi Hallie,
I don’t believe the beta solves the problem, unfortunately. With the rules-based workflow, I still have no way to do the following:
Route a chatflow to Customer Agent
2. Create a ticket if the Customer Agent cannot solve the problem for later follow-up.
3. Close the chat until a human can assist the person via the ticket.
The rules-based flow still has the “If the customer agent is unavailable, assign to” and it’s either No One or a human. Like many companies that do not have 24/7 service, we work out of tickets instead of conversations, as you can merge tickets, but not conversations. This is frustrating as ideally, the Customer Agent would allow us to offer support at times we cannot currently.
The big dilemma seems to be that there is no way to transition a conversation to a ticket via Customer Agent.
Hi @POKeefe33 - thanks for flagging this! I’m double checking a few things about this beta and the customer agent’s current abilities. The process for creating tickets from the customer agent is something that the product team is looking into, so I’ll provide a clearer update as soon as I have more details.
Hi @POKeefe33! I was able to touch base with our product managers on this tool/beta feature, and they confirmed that a ticket can be automatically created with the Customer Agent if it is connected to Help Desk. With that said, if you’re using the Conversations inbox instead, this is not something that is possible yet, but the team said it’s on the roadmap for this year. When there’s more information available about that, this thread will be updated.
We need this so badly! Currently the only option appears to be setting it to ‘no users available’ and having it ask for an email, which then just stays hanging on the chat with no acknowledgement. Sadly, this lack of hand off options is making this otherwise amazing feature completely un useable for us. I will try connecting to help desk as suggested above.
Hi, I just want to add that our team was really excited to try the AI Customer Agent, but we were very disappointed to find that it cannot hand off conversations to tickets. Right now, live chats remain open until they’re manually handled in the chat inbox, which doesn’t work for us as a very small team.
What we were hoping for is simple: the Customer Agent should answer common questions using our knowledge base, and then—if a trigger word is mentioned or if a “handoff to agent” button is clicked—the chat should close on the customer side and automatically create a ticket for our team to respond by email.
We tried using the rules-based bot as a workaround, but the flow there is extremely messy. It forces a ticket to be created first, then has the Customer Agent try to resolve it afterward, which is just really confusing for our customers.
I’ve gone in circles with support on this and would love clear direction or confirmation if this functionality is planned.
We’ve made a bunch of changes to customer agent handoffs, that should address a lot of the feedback here
Global Configuration - Handoffs are now managed at a global level, giving agent managers a single, streamlined view of how all handoffs are configured across all channels.
New Async Handoff Option - Even if you don’t have the resources to staff live chat, async handoff makes sure customer conversations aren’t lost, creating tickets for your team to follow up when they’re available.
Conditional Routing - Agent managers can now configure more complex, conditional routing using Workflows or tap into skill based routing for route handoffs based on specific conditions
Configure closing options: With this new experience, you can choose to either have the agent close the chat or keep it open to suit your team’s workflow
