In this section, you define how Omniserves are assigned to the AI Agent. The AI Agent can manage engagements through two primary methods:
1. Inbound Routing
The AI Agent will be assigned to an Omniserve if one of the inbound routing conditions is met.
To enable this, select a routing condition from the available list in the settings.
If a routing condation is already assigned to another AI Agent, the option will be disabled and unavailable for selection.
Once a routing condation is selected, it will appear in the agent's settings to confirm the assignment.
2. Unassigned Omniserves
Any new Omniserve that has not been assigned will automatically be directed to this AI Agent.
If unassigned Omniserves are already managed by another AI Agent, this option will be disabled, and a tooltip will inform the user when hovering over it.
Allow Routing to a Human Agent
When enabled, this option allows ongoing Omniserves handled by the AI Agent to be transferred to a human agent when necessary.
How It Works:
A human agent handling the Omniserve can manually reassign it to another human agent.
If the AI Agent cannot provide the required assistance due to limitations in available information, the Omniserve will be automatically escalated to a human agent.
What Happens When This Option is Enabled?
Two additional configurations become available for Inbound Routing and Unassigned Omniserves:
Reassign to Team:
This team will be assigned to any incoming Omniserve from the selected AI agent.
Assignment Method:
The assignment method will be based on the selected option (Round Robin or Balance).
Optional Message:
The AI Agent can send an automated message to the customer, informing them that their case is being transferred to a human agent.
Additionally, an email notification will be sent to the assigned human agent to alert them of the reassignment.
What Happens When This Option is Disabled?
The AI Agent will handle all Omniserves it starts without transferring them to a human agent, maintaining full control of the conversation until it concludes.
Status: The selected routing has no agents
If the selected routing has no agents, a message will be displayed prompting the user to open inbound routing settings for modification.