4.2. Agent automation

Automating your agents

Two types of agent automation are available on the TozheBot platform: proactive actions and scheduled actions.

Scheduled actions allow you to assign a task to agents for a specific date or at set intervals (for example, every day at 8:00 AM or every two hours).

When creating an action, you need to specify its name, select the assigned agent, and provide instructions. For instance, an agent might be tasked with creating new tickets or reviewing and adjusting user requests.

Proactive actions are steps taken by an agent when a user - who submitted a request via a channel such as a website widget: has not requested further action or resolved the conversation. For example, you can instruct an agent that if a client's issue remains unresolved and the client has been inactive for 30 minutes, the agent should either create a formal ticket or send a follow-up message.

Both proactive and planned actions pertain to a specific agent with its set of knowledge, tools, and connectors.