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[This article is prerelease documentation and is subject to change.]
Case Management Agent uses AI to generate and send periodic follow-up emails that keep customers informed about their case status. If customers don't respond after a configured number of follow-up attempts, the AI agent suggests that you can close the case.
Important
- This is a production-ready preview feature.
- Production-ready previews are subject to supplemental terms of use.
How does autonomous case follow-up work
Based on the follow-up rules and trigger configured by your administrator, the AI agent performs the following actions:
Runtime experience
Based on the follow-up rules and trigger configured, the AI agent performs the following actions:
- Checks if a case meets the rules set to qualify for the follow-up process.
- Maps the Status Reason value on the case form to the status reason trigger set by you.
- Determines if the customer responded to the service representative's email within the configured duration for the first response time.
- If the status reason matches the trigger, based on the configuration, the AI agent does the following:
Automatically sends the follow-up emails to customer and then resolves the case without human intervention.
- You can view the emails sent by the AI agent in case timeline. The emails sent by Copilot have a distinct visual indicator.
- Select the email to view the email content in a new tab. A message appears at the bottom of the email indicating that the email was generated using AI. You can also provide feedback on the email in this tab.
- After the configured number of follow-ups are sent, the agent initiates the case resolution process. It sets the case status to resolved after populating configured case resolution fields. All open activities linked to the case are also closed.
The email drafted by the AI agent is based on the configuration you set in Global settings (preview) or the email templates you configured in the Case follow-up and closure (preview) page. Learn more in: