This article explains how to set up post-agent resolution actions for chatbots after a conversation is resolved by the agent.

Prerequisites:

• Ensure you have permission to create or edit chatbots.
• Ensure that the chatbot is already configured and published.
• Configure the chatbot to hand over conversations to agents when required.

Overview

The Post Agent Resolution setting controls the customer experience after an agent resolves a conversation that was handed over by a chatbot.

Based on your business requirements, you can choose to perform the following:

• Display a resolution message to inform the customer that the conversation has been completed.
• Trigger a bot flow to continue the customer journey after the agent resolves the conversation.

This allows you to create a seamless experience by either ending the interaction gracefully or continuing automation after agent involvement.

Configure post-agent resolution

To configure the action that occurs after an agent resolves a conversation, follow these steps:

1. Go to AI Agent Studio > Chatbots.
2. Select the preferred chatbot, or create a new one.
3. Click Settings > Post Agent Resolution.
   
4. Enable the feature and choose the required post-resolution action:
   • Show a resolution message, or
   • Trigger a bot flow.
5. Save your changes.

Note: Always configure the flow end action (resolution action) in the bot builder. Every bot flow must end with a resolved conversation action. If a flow does not end with a resolution action, bot failures may occur for agents, and the end-user experience may be affected.