360º Customer Support - Manually Enabling and Disabling the AI Agent

The AI Agents allow automating part of the service, responding to messages and performing actions according to its configuration. In SAC 360º, it is also possible to manually enable or disable an AI Agent during a service interaction, giving the agent greater control over when Artificial Intelligence should act.

Important: To use this feature, it is necessary that there is at least one AI Agent previously configured and active on the platform.

Artificial Intelligence

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Accessing a support interaction

1. Go to the Menu → General → SAC 360º.

2. Open the service interaction in which you want to use the AI Agent.

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Enabling the AI Agent

During the service interaction:

1. Click the AI Agent, located in the service toolbar.

2. The list of available agents will be displayed.

3. Select the agent you want to use.

4. After selection, the AI Agent will be started and will begin acting according to the instructions and rules configured for it.

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Disabling the AI Agent

If you want to stop Artificial Intelligence from acting during the conversation:

1. Click the icon of the AI Agent.

2. Select the option to disable or stop the running agent.

From that moment on, the service interaction will continue normally, being handled only by the agent.

Tip: Manual activation is ideal when the agent wants to transfer part of the conversation to the AI or resume human support as needed by the customer.

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Conclusion

Manual activation of AI Agents offers more flexibility for your support team, allowing you to switch between human and automated support whenever necessary. In this way, it is possible to take advantage of Artificial Intelligence without losing control over the customer experience.