Hello! I’m working on setting up some advanced AI agents right now for email. We have patients & staff both send questions to the same channel. Ideally, I’d like my AI agent to only respond to questions from patients, not from staff members. However, although I’ve set up instructions & use cases for this, it continues to just respond to every question during testing. Does anyone have suggestions on how I can get it to automatically send questions that don’t pertain to set up use cases directly to live agents?
Question
Advanced AI Agents: restricting tickets to respond to
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