We're excited to start taking signups for our Early Access Program (EAP) for viewing AI agent conversations as tickets in Agent Workspace! We have started to roll out eligible customers.
This program will give you direct visibility into how your AI agents are interacting with your customers, improving audibility, visibility of your automated resolutions, AI agent assessment and more context into your end users conversations.
What's in this EAP?
Today, conversations between an AI agent and your end users that are not escalated to a human agent are only stored in the admin centre conversation logs for 30 days. To provide you with better visibility on your AI agent performance, automated resolutions and ticket history for returning end users, we're generating tickets for these conversations.
The key features in EAP:
- AI agent (and third party bot) conversations appear as read-only tickets in Agent Workspace.
- Tickets are accessible, searchable and can be included in your views.
- You can filter, identify and sort tickets by ‘support type’ (human and/or AI agent)
- AI agent tickets can be deleted once they are set to Closed.
- Use our APIs to retrive/search for AI agent tickets.
- Tickets show when they have been auto-resolved by your AI agent.
- Admins fully control access to these tickets within admin center
- You can enable or disable this feature during EAP. After GA, ticket creation for these conversations will be always-on.
- For our initial release, AI agent tickets will have two statstus: Open or Closed (escalation to a human agent resumes normal ticket lifecycle and workflows).
- Existing reports in Explore will not be impacted. In future iterations, you will have the ability to configure reports for these tickets.
- Existing workflows will remain intact and not impact these tickets, triggers, SLAs and other automations won't be applied to these tickets in V1.
There are a few pre-requisites to be part of this Early Access Program:
- You are using Messaging
- You have configured and are using our Basic, Advanced or Legacy bot offerings.
Limitations:
- Currently, tickets created by AI Agents using AI Agents Advanced or third-party bots will remain in an OPEN status after 4 days of inactivity, these will transition to SOLVED status. More info here. Once tickets are marked as SOLVED, you will be able to delete them as needed.
- In future iterations, we plan to provide enhanced controls for managing the status of AI Agent tickets, including additional options to mark tickets as closed.
- Ticket audit events cannot be loaded for AI agent tickets, this is being work on and will be available towards the end of September.
What’s Next?
- EAP onboarding starts in August, if eligible, you’ll get more communications soon.
- We’ll provide regular updates and answer questions via this community.
Need Help or Want to Share Feedback?
Reply to this topic or our dedicated feedback post. We’re here to support you and look forward to your input!