Chatarmin CX gives one AI Agent or Workflow responsibility for a customer conversation at a time.
Think of a ticket like a relay baton. One owner holds the conversation. That owner can keep it for a follow-up or hand it to a specialist or human. The owner is the AI Agent or Workflow still responsible for the conversation. It is not always the latest assignment shown in the Inbox.
What happens after an AI reply
The agent finished its current work
After an AI Agent sends a normal reply and finishes its current work, it usually stays responsible for the customer’s next message for up to 30 days.
- If the customer replies within 30 days and before a human does, the same agent continues with the earlier context.
- If a support teammate replies to the customer first, that agent does not continue on the next customer message.
- A later customer message can then be checked again and matched to an eligible agent.
- After 30 days, the previous agent does not restart. Chatarmin CX checks the message again for another eligible automation.
The agent is still paused
An agent may still be waiting for customer information, a scheduled delay, or approval. If a support teammate replies to the customer during that pause, the old agent work cannot resume.
The open pause still blocks a fresh AI Agent. The human team owns the conversation while that paused work remains open.
Assigning the ticket to a person without replying does not stop an AI Agent by itself.
Messages that arrive during current work
If the customer sends more messages while an agent is still working, Chatarmin CX waits until the current work finishes. It then gives the agent the latest update. It does not start a duplicate agent.
Keep a ticket human-only
Check every conversational automation that could still match the ticket:
- narrow or disable the matching AI Agent triggers
- stop Classic AI auto-reply for the channel
- narrow or disable macro Workflows with AI prompts
Changing only one of these may leave another automation eligible.
How new messages are routed
When a customer message needs a new owner, Chatarmin CX checks in this order:
- Check existing work. If an AI Agent or Workflow is already responsible and can continue, it goes first. If a human replied while AI work was paused, that old work cannot resume, but its open pause still blocks a fresh AI Agent.
- Check macro Workflows. A macro Workflow with an AI prompt can go first when it matches the current request with high confidence.
- Pick one AI Agent.
- Exact match: An eligible agent with exact filters and no semantic filter goes first. These filters can use the channel, language, team, or tags. If several agents match, the newest matching agent is selected.
- Meaning-based match: If there is no exact match, Chatarmin CX checks which agent’s trigger best fits the customer’s request. It only uses a confident match.
- Catch-all: If neither option finds an agent, an agent without conditions can act as the fallback. If several catch-all agents exist, the newest is selected.
- Try Classic AI. Classic AI is considered only when no earlier owner, matching macro Workflow, or AI Agent takes the conversation.
AI Agents do not always go first. Existing work and a high-confidence macro Workflow can take the
conversation before a new AI Agent is selected.
Hand off to another AI Agent
An agent may learn that the request is outside its job, was matched by mistake, is already finished, or cannot help. It can check which other active AI Agents are eligible for that ticket.
If a suitable specialist exists, the agent can hand the conversation to one specialist. That specialist becomes the owner, and the first agent stops. It will not pass the ticket around endlessly.
Repeated or circular hand-offs stop. Cases that still need attention go to humans. Cases that need no reply or action can end quietly.
Hand off to a human
If no specialist fits or the case needs human judgment, the agent can hand the ticket to a configured person, team, or human queue. This ends the current agent’s responsibility.
A later customer message may still be routed to an eligible AI Agent. To keep the ticket human-only, follow the checklist above for AI Agents, Classic AI, and macro Workflows with AI prompts.
Not every case needs a reply or a human alert. For example, some out-of-scope messages, duplicate requests, already solved issues, or simple thank-yous may end quietly when no action is needed.
Automations that can run alongside the owner
Some automations do not take over the customer conversation:
- static Workflows without an AI prompt
- Rules
- automatic tagging
- automatic resolution
They can run on the same ticket. More than one matching static Workflow can run. Their filters and actions may still change the ticket, so test the combined result when several automations touch the same tickets.
Examples
Order tracking keeps the follow-up
An order-tracking agent says the parcel should arrive on Friday. The customer asks, “Can you send me the tracking link?” No teammate has replied in between. The same agent continues with the earlier order context.
A human replies after finished AI work
An order-tracking agent answers and finishes its current work. A teammate then tells the customer, “I will check this with the carrier.” When the customer replies again, the order-tracking agent does not continue its follow-up chain. Chatarmin CX checks the new message again. Another eligible agent could be selected.
A human replies while AI work is paused
A returns agent asks the customer for a photo and waits. Before the photo arrives, a teammate replies to the customer and takes over. The returns agent cannot resume. While that paused work remains open, Chatarmin CX does not start a fresh AI Agent. The human team owns the conversation.
A returns agent hands off to a specialist
A returns agent learns that the item arrived broken. A damaged-product agent is active and eligible for the ticket. The returns agent hands over the conversation. The damaged-product agent becomes the owner, and the returns agent stops.
No specialist fits
A customer asks for an exception to the return policy. No suitable AI Agent can decide it. The agent hands the ticket to the configured human returns team.
No reply is needed
A customer writes, “Thanks, that solved it.” The agent sees that no answer or action is needed. The case can end quietly without a human alert.
A message arrives while the agent is working
An agent is checking a delayed order. Before it finishes, the customer writes, “The delivery address changed,” and then adds the new address. After the current work finishes, the agent receives the latest update. Chatarmin CX does not start a second copy of the agent.
A returns agent continues after waiting
A returns agent has asked the customer for a photo and is waiting. The customer sends the photo. The waiting agent resumes with that context. Chatarmin CX does not start a new order-tracking agent or fall through to Classic AI.
A high-confidence Workflow goes first
A macro Workflow has an AI prompt for verified cancellation requests. A customer clearly asks to cancel an order. The Workflow matches with high confidence and starts before the cancellation AI Agent is considered.
An exact match goes before meaning
An agent is configured for German email tickets assigned to the Returns team. The ticket also looks like a refund request. The exact match goes first. If two exact agents match, the newer one is selected.
Meaning, catch-all, then Classic AI
A customer asks where an order is. With no exact match, a confident order-tracking match is selected. If no agent matches the meaning confidently, a catch-all agent can take the ticket. If there is no catch-all, Classic AI can be considered.
- Give specialist agents exact boundaries or a clear description of the requests they should handle.
- Use only one intentional catch-all.
- Review old macro Workflows with AI prompts before launching overlapping AI Agents.
- Define when each agent should hand off to a specialist or human.
- Test tickets where independent Rules and static Workflows also match.
- Use run history to confirm which path won.
Continue with Triggers and filters, Testing and run history, or AI Agent examples. 