Working with the resolution plan
Review and confirm a resolution plan
Adjust steps and decide on the entire plan
Tip
For email, letter and system tickets, an AI agent suggests a resolution plan: several steps and a prepared reply. Decisions are made on two levels – first per step, what should happen with it, then once for the entire plan. Nothing is executed until that decision.
The resolution plan is in the middle column of the ticket view, in the AI Agents section. What the labels of the steps mean and how to trace why the AI agent suggests a step is described in Observability of AI agents.
1. Decide per step
Each step has a Resolution option. It is shown as a coloured label on the right of the step's row. The option preferred by the AI agent is marked Recommended and already selected. As long as the plan has not been confirmed, it can be changed in the expanded step:
| Resolution option | What happens when the plan is confirmed |
|---|---|
| AI agent action (e.g. the change to the advance payment) | The action is executed with the values shown. If the AI agent offers several actions, a different one can be selected. |
| Ask customer | The action is not executed. Instead, the reply asks the customer a follow-up question on this point. |
| Skip | The action is not executed, and the reply does not address it. |
Steps with "Needs review"
A step is marked yellow (state Needs review) if the AI agent reported a note or a warning during its check – for example because a value is unusual. Such steps are expanded automatically.
- Read the AI agent's message under Notifications.
- Under Based on, check which passage of the customer's message the step was derived from.
- Choose the appropriate resolution option: the action if the values are correct; Ask customer if information is missing or unclear; Skip if the step is not needed.
If a value shows Not validated, it must be confirmed first before the plan can continue.
Note
If a plan is released automatically – by auto-processing or with Process now – enneo never executes steps with Needs review that nobody has decided on. Instead, the customer is asked, and the step shows Not reviewed: the customer will be asked.
2. Decide on the plan
At the end of the plan is the Confirm resolution plan button. The arrow to its right opens the two further actions Prepare reply only and Close without reply. The counter in the plan's header – such as "2 / 3 ready" – shows how many steps are ready.
| Action | Steps | Reply to the customer | Ticket |
|---|---|---|---|
| Confirm resolution plan | Are executed according to their resolution option. | The final reply is transferred to the reply editor, where it can be reviewed and sent. | Stays open. |
| Prepare reply only | Are not executed. | A reply according to the selected resolution options is transferred to the reply editor. | Stays open. |
| Close without reply | Are not executed. | None. | Is closed. |
Which action when?
- Confirm resolution plan is the normal case: the steps are correct, and the request should be resolved.
- Prepare reply only is suitable if the customer should receive a reply but nothing may be changed in the system (yet) – for example if a specialist department needs to be consulted first. The plan stays open, the reply carries the label Not applied yet, and the plan can still be confirmed later.
- Close without reply is suitable for tickets that need no handling, such as a simple thank-you message.
Info
For steps that require an identified customer, the customer must be detected with sufficient certainty. If that is not the case, the plan cannot be confirmed as long as such a step is to be executed. Set the step to Ask customer or Skip, or assign the customer to the ticket first.
3. After confirming
Each step then shows its result: Applied, Clarification requested, Skipped or Failed. If everything was executed, the plan's header shows All resolutions applied.
Retry failed steps
A step can fail, for example if the connected system reports an error. The other steps are not affected: successful steps remain applied, the failed step stays open.
There are two places to run it again: Retry on the step and Retry failed actions on the plan. Both work the same way – they run all failed steps of the plan again, not just the one step. Steps already applied are not executed again.
The error message is under Notifications on the step; the list of Agent steps provides details (see Observability).
If the customer writes again
When a new message from the customer arrives, the AI agent creates a new plan. Steps already executed are kept; open steps of the old plan are closed and no longer executed. Details: What happens to an intent.