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During a customer interaction, the Agent AI app suggests automations based on customer intent. Agents can run these automations, override inputs when needed, terminate tasks, search for answers, and run automations independently.

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Override App Inputs

When automation fails to understand a customer’s input, a “try again” error appears. If errors repeat, you can intervene and correct the input manually. To override an app input:
  1. Select Override Input below the automation step. Override Input
  2. The Type to continue box appears. Enter the correct value. Type to Continue
The automation resumes with the corrected input.

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Terminate an Automation

Stop an automation at any point during the interaction. Common reasons include accidental trigger, unexpected behavior, or a change in customer intent. To terminate an automation:
  1. On the Assist or My AI Agent (Bot) tab, select Terminate next to the automation step.
  2. Select Yes, Terminate to confirm. Terminate Dialog Task

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Sentiment Analysis

The Agent AI widget continuously analyzes and displays the customer’s sentiment in real time, based on their messages. This helps agents handling multiple conversations quickly assess customer emotion when switching between interactions. The sentiment indicator appears at the top-right of the widget. Sentiment Analysis

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Search and Ask a Question

Use the search bar to look up FAQs and automations without leaving the conversation. To search:
  1. Type a question in the Ask a question search bar.
  2. Press Enter. Agent AI shows matching results you can use to respond. Ask a Question

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Run Automation with Agent Input

You can run an automation using customer inputs or agent inputs. Using agent inputs lets you control the entire automation process independently — without prompting the customer for each value. This is useful for retrieving information in parallel while the customer waits, or when you already have the required data. To run automation with agent input:
  1. In the Search tab, select the ellipsis next to a Dialog Task.
  2. Select Run with agent’s input. The automation starts in the My AI Agent (Bot) tab as a parallel session. Run with Agent's Input
The automation runs independently and does not affect the customer-facing interaction.
You can also use the Run button to start a configured Dialog Task directly.