AI Journey agent tagging and mentions

Business problem

Invoices received via the finance email channel often require review by operational managers who are not part of the finance team. Currently, assigning these conversations to external team members leads to a lack of visibility for finance managers, increasing the risk of delayed payments or lost follow-up.

Wished result

The ability to automatically mention or tag specific agents via AI Journeys based on the conversation content. This would allow operational managers to be notified and involved in relevant discussions without the need to reassign the ticket away from the finance team's oversight.