Alex Litoff

Daniel Aron - thanks for pointing this out. Unfortunately this does not change the equation for us. The vast majority of our pageviews and interactions (and thus our deflectable tickets) come from unauthenticated users. 

Right now, you need to do a bunch of custom coding to embed a specific bot on specific pages. It would be great if there was an easy way to control what pages a bot showed up on. This would allow for more narrowly tailored bots (which would be more accurate) and allow customers to target specific user segments.

As a user, I want to be able to automatically change the ticket channel via triggers. Some example use-cases include:

• A ticket was opened via chat, but assigned to a team that only does email support (ex. highly technical L3 team). 
• When someone wants to escalate from an AI Agent to “talk to a human”, but we want the humans to handle the ticket via email or some channel other than chat (aka want to use AI Bots without moving the full team to chat support). 
• Automatically have a call ticket transition to an email ticket once the call is over so we can more easily send a recap email/follow-up

Right now, channel is only available as a trigger condition, but not as an action. 

As a user, I want to be able to restrict what articles an AI Agent/Bot can suggest. This will help me target specific bots and articles at specific customer segments and workflows without having to wait for the bot to learn via trial and error.

For example: we have a bot we are building and embedding in a few specific flows and articles. We only want the bot to suggest a few dozen of our hundreds of articles. We can do this with Answer Bot, but not with AI Agents/bots. It would be great if we had the same functionality there as well.