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Activation controls whether an AI Agent runs on live customer tickets. Saving a draft and activating the agent are separate steps.

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Statuses

Active

The agent auto-runs on tickets that match its triggers. You can still assign it to a ticket by hand.

Manual only

The agent never starts from triggers. It only runs when you assign it to a ticket.

Inactive

The agent is paused. It does not run automatically and does not appear in assignment menus.

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Where to change the status

Open the agent from AI Agents. The status control sits next to the agent name in the header, and again next to Save changes. When you save while the agent is inactive, one dialog lets you keep it Inactive, set Manual only, or Save & activate. If a New ticket trigger has no filters, the dialog warns that the agent will run on every new ticket.

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Activate safely

1

Finish the draft

Confirm instructions, triggers, actions, and approval settings. A passing test does not make the agent live.
2

Set the status to Active

Choose Active in the status control, or pick Active in the save dialog. If the trigger has no filters, check that the agent is intentionally meant to run on every new ticket.
3

Watch the first live runs

Open run history and the Inbox filters for this agent. Keep sensitive actions on approval until you trust the results.

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After a run finishes

When an AI Agent finishes its current work, Chatarmin CX usually clears the live AI Agent assignment on the ticket. That does not mean the conversation is forgotten.
  • After a normal reply, the same agent can continue customer follow-ups for up to 30 days.
  • While the agent is paused for customer input, a delay, or approval, the ticket stays assigned.
  • A hand-off to a human clears the AI Agent assignment immediately.
Read Routing and ownership for the full follow-up rules.

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Watch agents in production

Use Inbox views to observe what an agent is doing:
  • AI Agent is — tickets currently assigned to that agent
  • AI Agent was assigned — tickets the agent has ever handled
  • AI Agent is last — tickets where that agent was the most recent AI handler
See Views and filters for the full condition list.

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FAQ

Tests exercise the agent in isolation. Real inbound tickets only start an Active agent whose triggers match. Check the status first, then the trigger filters.
Yes. Use Manual only to keep the agent available for assignment without auto-running on new tickets.