Route Customer Agent to Ticket (limited to route to human chat)
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.
