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Understanding AI Agent Capabilities and Limits
Learn what the AI Agent in OmniServe can handle, who has access, supported data sources, conversation capacity, and how to monitor or intervene in active conversations.
This article covers what the AI Agent can handle, who can access it, and how agents and team leaders can monitor and intervene in conversations.
Access and Availability
The AI Agent is available to existing OmniServe customers and new customers who acquire both OmniServe and the AI Agent package. Only users with Team Lead permission in the AI Agent can create and modify agents. Agents can view the inbox and monitor conversations but cannot create or edit agents.
Supported Data Sources
The AI Agent handles direct messages from Facebook, X, and Instagram.
Conversation Capacity
The AI Agent can handle multiple conversations simultaneously. The maximum number of conversations per company depends on your subscription package. A processed conversation is defined as one that starts from the initial customer interaction and runs until the conversation is closed. Contact your Customer Success Manager for details on your current limit.
Monitoring AI Agent Activity
Team leaders and agents can open the AI Agent's inbox to view all completed and ongoing conversations in real time. This gives full visibility into what the AI Agent is responding to and how conversations are progressing.
Intervening in a Conversation
If a more detailed or nuanced response is needed, you can assign the conversation to yourself or any team member at any time. This takes the conversation out of the AI Agent's handling and puts it in the hands of a human agent. For full details on how escalation and routing work see How to Configure Inbound Routing for the AI Agent in OmniServe.
For further assistance contact Lucidya Support.
Frequently asked questions
Yes. The AI Agent manages multiple conversations simultaneously without any manual intervention required.
The limit is determined by your subscription package. Contact your Customer Success Manager to confirm the limit for your account.
Yes. Assign the conversation to yourself or a team member from the AI Agent inbox to take over at any point during the conversation.