When configuring the Handoff settings for the Customer AI Agent, the system is designed to route only to Available users. This creates a workflow gap for teams that use the AI Agent to provide 24/7 coverage.
If a customer interacts with the AI Agent overnight and requires a human follow-up, the ticket often sits unassigned because no team members are Active. This prevents us from utilising Round Robin distribution effectively during OOO hours, leading to a manual triage for managers every morning.
We want the AI Agent to capture the issue and immediately distribute the resulting ticket/conversation across the entire team, regardless of their current availability status.
By allowing the AI to assign tickets to Offline users:
- Workload is balanced automatically overnight.
- Agents wake up to a pre-sorted queue, allowing them to start work immediately at 9:00 AM without waiting for manual assignment.
- No tickets are left in a general unassigned inbox.
Add a toggle within the AI Agent Handoff settings to turn off “Assign based on availability status” in the distribution logic.
Requirement: The AI Agent should be able to follow the Round Robin rotation across the full team list, even when the team’s “Chat Status” is set to Away or they are outside of Business Hours.
