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, consult a specialist, or hand it to a 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, Chatarmin CX usually clears the live AI Agent assignment on the ticket. The conversation is not forgotten.
The same agent can continue customer follow-ups 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.
In the Inbox, use the AI Agent filter with was assigned or is last to find tickets after the live assignment was cleared. See Views and filters.
The agent is still paused
An agent may still be waiting for customer information, a scheduled delay, or approval. While that pause is open, the ticket stays assigned to the AI Agent. 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 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.
- 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 uses AI to compare the customer’s message against each eligible agent’s trigger. It matches on what the customer means, not just the exact words they used — so “where’s my package?” can match an order-tracking agent even when those words are not in the trigger examples. Chatarmin CX only selects an agent when the match is confident; ambiguous messages fall through.
- 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.
- Check Workflows. A Workflow with an AI prompt can start when it matches the current request with high confidence, if no AI Agent was selected.
- Try Classic AI. Classic AI is considered only when no earlier owner, AI Agent, or matching Workflow takes the conversation.
Existing responsible work can still take the conversation before any new match is considered.
Among new matches, AI Agents are checked before Workflows.
Consult a specialist AI Agent
In the recommended router-and-specialist setup, the First Level router keeps responsibility for the conversation. It can consult one or more focused specialists for evidence or actions.
The specialists report their results to the router. They do not send separate customer replies. The router combines the results, applies shared policy and brand voice, and sends one final reply.
This consultation is different from a handoff: the router remains the owner. Read Subagents for the complete flow.
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.
AI specialists are consulted, not handed the conversation. A handoff is only for a person, team, or human queue.
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 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 router consults a damaged-product specialist
The First Level router learns that an item arrived broken. It consults the damaged-product specialist, receives the eligibility and next-step result, then replies to the customer itself.
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.
An AI Agent wins before a Workflow
A cancellation Workflow has an AI prompt for verified cancellation requests. A dedicated cancellation AI Agent also exists. A customer clearly asks to cancel an order. The cancellation AI Agent matches first. The Workflow is not started.
A Workflow runs when no agent matches
No AI Agent matches a customer’s cancellation request with confidence. A Workflow with an AI prompt for cancellation requests matches with high confidence and starts.
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.
- Use one broad First Level router with exact channel filters and no AI trigger.
- Give specialist agents detailed AI triggers with intent scope, example phrasings, and exclusions.
- Keep the router responsible for the final customer reply.
- Update the router branch whenever a specialist’s trigger changes.
- Review old Workflows with AI prompts before launching overlapping AI Agents.
- Define when the router should consult a specialist or hand off to a human.
- Test tickets where independent Rules and static Workflows also match.
- Use run history to confirm which path won.
Continue with Router and specialists, Triggers and filters, or Testing and run history. 