Our org has recently started using light agents, and the restrictions really don't make sense.
Light Agents should be eligible for triggers and automations. By this I mean, they should both be targetable by role, and eligible in broader triggers as well.
Per this article, Light agents can not be used as conditions in triggers/automation.
This seems like an unnecessary restriction and is also not accurate. Per my own experience, and confirmed by support, it seems that in reality, light agents are actually ignored by all triggers unless they are cc'd on the ticket.
Stepping up an employee from end-user to light agent should only grant additional features/options, not impose new restrictions.
We would like to be able to automatically apply certain tags or set specific field values in cases where an email-to-case was submitted by a light agent.
Today, this is not possible.
Additionally, when our Light Agents use an email-to-case support address to submit cases on behalf of their customers, we would like to send them a specific notification, but can not do so.
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