This release introduces enhancements to AI Agent and Queue Management, helping improve AI-assisted conversations, streamline chat handoffs, and provide greater flexibility in managing visitor queues.

AI Agent Auto Wrap-up

AI Agent can now automatically generate wrap-up information for AI Agent-only Live Chat conversations. When an AI Agent-only chat ends, the system generates a chat summary, saves it to the wrap-up Comment field, and infers values for configured wrap-up fields.

Generated wrap-up content can be reviewed and edited by human agents after the chat ends.

AI Agent Transfer Summary

When an AI Agent transfers a Live Chat conversation to a human agent, the system can automatically generate a Transfer Summary and add it as an internal note in the chat timeline. This provides agents with key conversation context before they take over, helping ensure a smoother handoff and reducing the need to review the entire conversation.

Queue Management Push Back Limit

Queue Management now allows you to configure the maximum number of times a visitor can be pushed back for each queue.

The Push Back limit can be configured individually for each queue, giving you greater control over queue operations while preventing visitors from repeatedly postponing their positions. Once the configured limit is reached, the Push Back button is no longer displayed to the visitor.

To learn more about configuring Queue Management, see this article.