When the Overflow agent matches a caller to an existing ticket and they leave a message, Voice AI adds an internal note to the ticket but makes no other change in the PSA. In ConnectWise, the Customer Updated flag isn't checked, the status doesn't change, and the assigned technician isn't alerted. Voice AI status automations only apply to tickets created during the call, so there's no way to configure this today.

This creates a gap for tickets sitting in a waiting status. If a ticket is waiting on a client response and our reminder automation follows up, the end user may call in and leave their update with Overflow. The ticket stays in the waiting status, the technician doesn't know the client called unless they open the ticket, and the reminder goes out again the next day asking for something the client already gave us.

Requested change, configurable per agent:

This would make caller updates through Voice AI behave the same way as an email or portal reply from the client, so the ticket comes back to the technician's attention right away.