We set up an AI agent to answer generic inquiries but when a ticket is answered, the AI agent either snoozes or resolves the ticket. How can we make the AI agent just leave the ticket open?
you can try instructing AI to handover the ticket and then in AI agent, at the bottom, define Handover to be to Unassigned.
Let us know how it goes!
Rafhael Taburada
•
Oct 2, 2025
It did not work. We have already provided the AI agent with a general ruling and added a statement in the Guidance not to put the tickets on hold or resolve them, but the AI agent is still doing it.
Comments2
Bernardo from Commslayer
Oct 2, 2025
Hi Emma,
you can try instructing AI to handover the ticket and then in AI agent, at the bottom, define Handover to be to Unassigned.
Let us know how it goes!
Rafhael Taburada
Oct 2, 2025
It did not work. We have already provided the AI agent with a general ruling and added a statement in the Guidance not to put the tickets on hold or resolve them, but the AI agent is still doing it.