Ability to Reengage Magic Agent After Disengagement
in progress
J
Josh Campbell
When Magic Agent disengages due to user inactivity, such as when waiting for answers to troubleshooting questions, it escalates the ticket and stops responding. However, users often reply later intending to continue where they left off, but since the agent has already disengaged, their response is ignored until a technician reviews the ticket. This disrupts the flow and delays resolution.
Requested Features:
Allow Magic Agent to be manually reengaged by a dispatcher or technician after disengagement.
Add a “Reengage Magic Agent” action that can be triggered from the ticket view or dispatcher console.
Allow Magic Agent to continue monitoring the ticket for a specific period after escalation and automatically reengage if the user replies before the ticket is assigned.
Preserve the context of the original conversation so the agent can resume where it left off.
Use Case Examples:
A user doesn’t respond in time to troubleshooting questions, and Magic Agent times out and escalates the ticket. An hour later, the user replies with answers. The dispatcher clicks “Reengage Magic Agent,” and the agent continues the conversation.
Magic Agent escalates a ticket to triage but continues to monitor the ticket for 30 minutes. The user responds 10 minutes later, and Magic Agent automatically picks up the conversation again.
Benefits:
Prevents dropped conversations when users respond late.
Reduces manual effort by dispatchers and speeds up resolution time.
Ensures a more natural, uninterrupted experience for users.
Maintains continuity in support conversations, improving satisfaction and efficiency.
Autopilot
Merged in a post:
Flow Action to Enable Triage Agent When Customer Responds After Disengagement
J
Jessica Lobrano
when a user is interacting with thread Triage or magic AI, once the agent disengages (such as after a timeout) there is no way to get it to re-engage currently. For example, our timeout is set to 10 minutes, the user replies a minute after the timeout, a flow tells the triage agent to re-engage with the user.
Could we have an Action or some sort of setting for it to engage again?
S
Sam
marked this post as
in progress
A
Amine Elkinani
marked this post as
in progress
R
Robin Maas
This is a great idea — we’d also love to see reactivation triggered automatically through workflows or external systems (e.g. PSA, Rewst, or other automations).
For example:
When a ticket is reopened, the Magic Agent could rejoin automatically.
When an external workflow finishes or updates the ticket, it could retrigger the agent to continue the conversation.
That would make the reengagement more flexible and cover more real-world scenarios beyond user replies.