Request:

Provide an easy way for users to activate or assign an AI Agent to an ongoing conversation, without requiring the customer to send another message.

Current Behavior

When a conversation is already in progress:

The customer sends a message.

The conversation is currently being handled by a human agent.

The user decides that the AI Agent should take over the conversation.

The user adds the relevant AI enrollment label.

The AI Agent is enrolled, but does not respond to the customer's latest message.

The AI Agent only responds after the customer sends another message.

This creates a gap where the customer's latest unanswered message remains pending even though the AI Agent has already been activated.

Requested Behavior

Allow users to assign/activate an AI Agent directly within an existing conversation.

For example:

Customer sends: "What are your opening hours?"

Human agent reviews the conversation and decides the AI Agent can handle it.

User selects "Assign to AI Agent" or "Activate AI Agent".

The AI Agent immediately processes and responds to the customer's latest unanswered message.

The customer does not need to send another message to trigger the AI.

Why This Is Needed

The current label-based enrollment creates an unnecessary dependency on the customer sending another message.

This can cause:

The customer's latest message to remain unanswered.

Delays in customer response time.

Human agents having to manually respond before the AI can take over.

A poor customer experience, especially when the customer is expecting an immediate response.

Confusion for users who assume that enrolling the AI Agent means it will immediately handle the conversation.

Expected Outcome

A user should be able to move an active conversation from a human agent to an AI Agent at any point, with the AI Agent immediately handling the latest unanswered customer message without requiring the customer to send an additional message.