This release introduces an enhancement to AI & Automation, helping agents leverage AI more effectively during customer conversations.

Agents can now manually trigger AI Agent Topics and Intents directly from the Agent Console during live chat conversations. This allows AI Agents to guide visitors through predefined workflows, collect information, answer common questions, and perform configured actions without requiring visitors to initiate the interaction.

Topics and Intents can be triggered from Help Content or AI Copilot Quick Suggestions. Once triggered, the AI Agent takes over the interaction and guides the visitor through the configured flow while keeping the conversation within the current chat.

During an active AI flow, agents can choose to interrupt the flow at any time and resume handling the conversation manually. System messages are displayed throughout the process to clearly indicate when the AI Agent has been activated, interrupted, or has completed the interaction.

To learn more about setting up AI Agent Topics, see this article.