AI agents for every department

Frequently asked questions

Can I assign an AI agent to a specific department?

AI agents don't have a fixed department the way human agents do. Instead, you create a dispatch rule that connects one or more departments to a specific AI agent, so it automatically works that department's incoming tickets — the same practical result, set up differently.

Can one AI agent handle more than one department?

Yes. A single dispatch rule can target multiple departments at once, and the same AI agent can be used across more than one rule if you want it covering several parts of your support structure.

What happens to tickets in a department with no dispatch rule?

Nothing changes for them. Dispatch rules only affect the departments they explicitly target — a department with no matching rule keeps working exactly as it did before, handled by your human agents and existing automation.

What's the difference between 'run once' and 'run every time'?

'Run once' means the AI agent replies to a ticket one time only. If the customer writes back again, that ticket goes to a human agent instead — the AI won't reply to it a second time. 'Run every time' means the AI agent keeps replying every time the customer writes back, for as long as the conversation continues. Both settings keep working on new tickets coming into the department — you're only choosing whether the AI sticks with a conversation or hands it off to a person after the first reply.

Does this affect my human agents in that department?

No. Human agent department membership is a separate system from AI dispatch rules. Your human agents keep the same access and assignments — the AI agent simply picks up unassigned tickets in the departments a rule targets, often before a human agent needs to.

How is this billed?

Every dispatch rule is linked to an AI budget, so usage from that department's AI-handled tickets draws from the credit pool you assign. You can track and adjust spending the same way as any other AI feature.