AI Journey team availability routing conditions

Business problem

Current AI Journey condition-based routing lacks the flexibility to account for real-time team availability. When a conversation is routed to a specific team via live chat and no agents are online, the interaction stalls rather than redirecting to an alternative department or flow.

Wished result

The ability to include team availability as a mandatory condition within AI Journeys. If the primary team is unavailable for live chat, the system should automatically route the customer to a different branch or fallback team to ensure immediate assistance.