Request Creation Behaviour

Request Creation is part of AI Agent Escalation in Enjo. It manages the transfer of conversations from AI handling to external ticketing systems when escalation conditions are met. This ensures all relevant requests are logged, tracked, and managed within the organization’s existing support platform.

Configuration Options

Always Escalate

• Routes all conversations directly to human agents.

• Disables AI-generated responses.

• Creates a new ticket for every incoming conversation.

Specific Message Patterns

Creates tickets based on message content patterns.Use to control which message formats or prefixes trigger automatic ticket creation.

• Starts with specific keywords

• Does not start with specific keywords

• Starts with emoji

• Does not start with emoji

No AI Response

• Creates a ticket when Enjo’s AI cannot generate a response.

Matches Ticket Type

• Creates a ticket when a request matches a defined Ticket Type in Enjo.