AI Agents & Automation
The entire ticket with one approval
What has changed with the resolution plan for email and letter tickets
Tip
Email and letter tickets with AI agents are handled via a resolution plan by default. Instead of approving each AI agent individually, one plan for the entire ticket is reviewed and approved once. This page summarises what has changed compared with the previous way of working.
Before and now
| Before | With the resolution plan | |
|---|---|---|
| Several requests in one email | Each detected AI agent appeared individually on the ticket. | One AI agent plans all requests together in a resolution plan. |
| Approval | Each AI agent was executed individually. | Each request is a step; all steps are executed together with Confirm resolution plan. |
| Reply to the customer | Each AI agent supplied its own reply text. | The plan contains one reply that covers all requests. |
| Uncertain information | The service agent decided per AI agent. | Uncertain steps are marked and can be executed, answered with a follow-up question to the customer, or skipped. |
| Rule-based AI agents | Were detected directly and executed individually. | Are called as a tool by the planning AI agent; their action becomes a step in the plan. |
Who is affected by the change
Customer service agents see a resolution plan instead of individual AI agents on email, letter and system tickets. How to review and confirm it: Review and confirm a resolution plan.
Chat and phone are unchanged: if a service agent takes over a conversation, AI agents are still suggested and approved individually.
Administrators will find below what matters for the setup.
What administrators should look out for
Processing mode
The resolution plan is the default unless the mode has been explicitly set otherwise. The setting Ticket processing mode under Settings → Auto-processing shows which mode is active. With Compatibility mode (AI agents one by one), the previous way of working can still be used.
Associated AI agent per subchannel
If no suitable smart AI agent is detected for a ticket, the associated AI agent of the subchannel (setting Associated AI Agent) plans the ticket – if none is set, the Base Agent does. Check that the desired AI agent is set for each email inbox.
Descriptions of AI agents
The planning AI agent decides which other AI agents to call based on their detection prompt (or description). A concise, unambiguous detection prompt – what the AI agent is for and what it is not for – ensures that it is called for the right request. Rule-based AI agents also need input parameters to be callable as a tool. Details: Tools of a smart AI agent.
Auto-processing
Auto-processing only releases a plan as a whole. How the levels of the individual AI agents interact is described in Types of release.