New: Simplified inbound routing for OmniServe AI Agent escalations

OmniServe AI Agent escalations to human agents are now improved to make handoffs faster, easier to manage, and more consistent.

AI Agent escalations already supported handoff to selected teams. With this update, escalations now use Inbound Routing, allowing the routing configuration to determine the target team, assign the engagement to the appropriate team member, and apply the configured assignment and SLA rules automatically.

What's included

• AI Agent escalations now use Inbound Routing for human-agent handoffs
• Routing configurations can automatically apply team assignment, distribution logic, and SLA settings
• Direct team and distribution algorithm configuration is replaced with a single Select Routing option
• Use the same routing-based experience when pausing an AI Agent and choosing auto-assignment for engagements
• Create new routing configurations directly from the workflow when needed
• Continue using transfer auto-reply messages when handing conversations over to human agents

Why this helps

• Faster handoff from AI Agent to human agents
• Reduced manual assignment effort
• More consistent routing and workload distribution
• Easier management of routing and SLA rules
• Simplified AI Agent configuration

Note

Inbound Routing is now used to manage OmniServe AI Agent handoff destinations. The selected routing configuration determines how engagements are routed, assigned, and managed after escalation to human agents.

You can configure these settings from the AI Agent Auto-assignment panel and the Pause AI Agent workflow.