Question

When should an AI agent hand over the dialogue to a human and what status does the request retain after the AI's response?

Answer

A simple AI agent on the channel leaves the request open. It requires the attention of an employee; further assignment and processing can be organized through auto-assignments and triggers. An employee can also disable the AI agent in a specific request and continue communication independently.

An AI agent through MCP can independently close tickets or transfer them to a human under certain conditions. These conditions and further actions are determined by the settings of its skills.

See also: Connecting a virtual AI agent · Connecting Swarmica functions through MCP