Chatarmin CX gives one AI Agent 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 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
Narrow or disable every AI Agent trigger that could match the next customer message. Test the next message before relying on a human-only hand-off.
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 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.
Existing responsible work can still take the conversation before any new match is considered.
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, narrow or disable every AI Agent trigger that could match the next message.
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
Rules, automatic tagging, and automatic resolution can change a ticket without owning the customer conversation. Keep Rules limited to exact, deterministic changes, and test combined behavior 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.
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, then catch-all
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.
- 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.
- Define when the router should consult a specialist or hand off to a human.
- Test tickets where independent Rules also match.
- Use run history to confirm which path won.
Continue with Router and specialists, Triggers and filters, or Testing and run history. 