AI Agent Use Cases & Best Practices
Help your team stay focused and efficient, especially during high message volume or post-broadcast surges. Here’s how to deploy AI Agents effectively.
Use Cases & Best Practices for Implementing your AI Agent
1. Eliminate post-broadcast overwhelm with AI Triage
After sending a broadcast, assign your AI Agent to act as a triage assistant. It will:
- Respond to contacts automatically
- Escalate only the necessary conversations back to a human
- Prevent your team from getting buried in low-priority replies
2. Prevent manual backlogs with Auto-Assignment
By adding your AI Agent to the auto-assignment roster, you enable it to:
- Immediately begin handling inbound conversations
- Adapt and improve through real-time monitoring and instruction
Kickoff Tip: Set a 60-second response delay so you can preview or cancel any outgoing AI messages before they’re sent until the AI’s instructions are fully refined.
3. Automate escalation to a human when needed
Use the Configure Agent settings and Escalation instructions to pass back the conversation to a real person
- Set custom logic and rules for escalation
- AI can escalate with a reply OR without sending a reply
- Reassign the conversation to team members via auto-assignment
- Filter and analyze escalated convos, the tag “ai_escalated” will be applied by default
4. Avoid missed responses - Assign your AI Agent
Your AI Agent is inactive unless it's explicitly assigned. Be sure to:
- Assign conversations to your AI Agent so it can act as the first responder and reduce delays
5. Reduce human touchpoints with first-line AI deflection
Assigning your AI Agent as the first touch on every conversation ensures:
- Faster initial replies
- Fewer conversations requiring human attention
- Better scalability for your team
6. Test and Refine
Determine a test and refinement strategy that fits your workflow:
- Simple: Configure agent and setup instructions. Assign the AI Agent to yourself and kickoff a conversation
- Robust: Create a new test inbox for the AI agent that’s more contained to confirm the desired escalation, auto-assignment, and/or skill routing flows
7. Automate routing using Skill Routing
Set up Skill routing logic so your AI Agent can:
- Automatically handle inquiries based on contact attributes (e.g. location, language, customer type)
- Deliver personalized responses without needing manual triage
8. Follow Best Practices for Instructing your agent
- Use “Recipes” as templates to kick off your instruction setup, then customize and organize your instructions using headers, lists, and logical sections. You will be able to edit, enable, or disable Instructions as needed.