Enhance the Magic Triage Agent by introducing configurable disengagement controls, including a short post-response buffer period and an optional persistent listening mode. This would allow the agent to remain contextually aware of customer replies after resolution or escalation, preventing unnecessary PSA status changes and preserving zero-touch workflows.

At present, the Magic Triage Agent immediately disengages after resolving or escalating a ticket and updates the PSA status accordingly. If a customer replies shortly afterward with a simple acknowledgment such as “thank you,” the PSA interprets this as a customer update and automatically changes the ticket status. This behavior disrupts zero-touch outcomes, introduces reporting inaccuracies, and requires manual intervention to restore the intended status. Additionally, when customers respond with follow-up questions—such as “I just have one more thing” or “When will someone call me?”—the agent is no longer active to respond, resulting in avoidable technician involvement or workflow friction.

Implement two complementary capabilities. First, introduce a configurable buffer period (e.g., five minutes) during which the Magic Triage Agent remains in a temporary listening state after sending a resolution or escalation message. During this window, the agent can evaluate incoming responses and suppress non-actionable acknowledgments from triggering PSA status changes.

Second, provide an option for persistent listening mode, where the Magic Triage Agent remains active even after marking a ticket as resolved or escalated. In this mode, the agent continues monitoring and responding to customer replies until the ticket reaches a true closed status or is actively assigned to and worked by a technician. This would mirror the behavior of the current listening mode but extend it across more ticket states. The agent would intelligently determine whether responses require action, clarification, reassurance, or no change at all.

This enhancement preserves automation integrity and zero-touch resolution metrics by preventing unnecessary status regressions caused by courtesy replies. It reduces manual status corrections, improves reporting accuracy, and minimizes workflow interruptions. Persistent listening also improves the customer experience by ensuring that follow-up questions or clarifications receive timely responses without requiring technician intervention unless truly necessary.

After the agent resolves an issue, a customer replies “Thank you.” The agent absorbs the acknowledgment without altering the ticket status. After an escalation notice, the customer asks, “When will someone call me?” The agent provides an automated clarification while keeping the escalation status intact. If a customer adds new, material information before the ticket is closed or assigned, the agent appropriately re-engages the workflow.