My Insight

It would be very useful if AI Agent conversations could be automatically assigned to a selected team after a configurable period of inactivity, instead of only being closed automatically.

At the moment, inactive AI conversations can only be auto-closed. This creates a risk that conversations which still require human follow-up end up in “Closed” and are no longer visible to the customer service team.

Suggested functionality:

• Configurable inactivity period, for example 30 minutes, 1 hour or 4 hours.

• After that period automatically assign it to a selected team;

For us, this would help prevent sales leads and customer questions from being missed when the AI Agent has not fully completed the conversation.

In our case, after the configured inactivity period, the conversation should automatically be assigned to our customer service team instead of being closed.

This would improve AI-to-human handover, reduce missed follow-up and make sure important conversations are always picked up by a human when needed.