Understanding Agent Types
LiveDesk uses three types of Agents to collaboratively handle customer conversations: the Rule Agent manages rule-based orchestration and routing, the AI Agent handles standardized inquiries, and the Human Agent takes over issues that require human judgment, collaboration, or escalation.
| Agent Type | Core Responsibilities | Applicable Scenarios |
|---|---|---|
| Rule Agent | Executes Flows based on trigger conditions, and evaluates, routes, and updates conversations throughout the process | Welcome messages, routing by language or tags, follow-up reminders after timeouts, transferring AI exceptions to human agents, and collecting satisfaction feedback |
| AI Agent | Automatically responds to standard questions and provides intelligent capabilities such as classification, translation, and quality inspection | Frequently asked questions, after-hours support, standard Q&A, and multilingual services |
| Human Agent | Handles issues requiring professional judgment, emotional reassurance, or cross-department collaboration on behalf of customer service representatives or teams | Complaints, high-value customers, complex after-sales issues, and conversations transferred from AI to human agents |
How to Choose
- When you need to orchestrate a process across multiple conditions, wait times, or branches, use Rule Agent Configuration.
- Assign standard inquiries that can be handled directly by a bot to an AI Agent, and define a fallback path for transferring conversations to human agents.
- Assign conversations that require human judgment or external accountability to a Human Agent or customer service team.
Continue reading the assignment order logic for conversations and Agents to learn how the three types of Agents collaborate within the same conversation.
