AI interaction inactivity handovers to human agents

Business problem

Customer Support and Sales teams lose potential leads when customers stop responding during an AI Agent or Journey interaction. Currently, these stalled conversations can only be closed automatically, preventing human agents from intervening and re-engaging customers who disengaged mid-process.

Wished result

The ability to automatically assign a conversation to a human agent after a configurable period of customer inactivity, rather than just closing it. This would enable agents to perform manual follow-ups on stalled AI interactions, providing a safety net to recover disengaged leads and improve overall conversion rates.