When Magic Agent disengages due to user inactivity, such as when waiting for answers to troubleshooting questions, it escalates the ticket and stops responding. However, users often reply later intending to continue where they left off, but since the agent has already disengaged, their response is ignored until a technician reviews the ticket. This disrupts the flow and delays resolution.

Requested Features:

Allow Magic Agent to be manually reengaged by a dispatcher or technician after disengagement.

Add a “Reengage Magic Agent” action that can be triggered from the ticket view or dispatcher console.

Allow Magic Agent to continue monitoring the ticket for a specific period after escalation and automatically reengage if the user replies before the ticket is assigned.

Preserve the context of the original conversation so the agent can resume where it left off.

Use Case Examples:

A user doesn’t respond in time to troubleshooting questions, and Magic Agent times out and escalates the ticket. An hour later, the user replies with answers. The dispatcher clicks “Reengage Magic Agent,” and the agent continues the conversation.

Magic Agent escalates a ticket to triage but continues to monitor the ticket for 30 minutes. The user responds 10 minutes later, and Magic Agent automatically picks up the conversation again.

Benefits:

Prevents dropped conversations when users respond late.

Reduces manual effort by dispatchers and speeds up resolution time.

Ensures a more natural, uninterrupted experience for users.

Maintains continuity in support conversations, improving satisfaction and efficiency.