My bot sends messages in active conversations between my agent and customer

Question

Why is the bot sending messages in the middle of an active conversation between an end user and an agent?

Answer

This behavior happens with either of the scenarios below:

The end user connection fails to keep the conversation active between their browser and the agent

The end user left the conversation for any reason

When the end user returns to the web widget and sends a new message, the system creates a new end user in the backend and automatically merges it with the original user. The bot joins the conversation again, to ensure a new ticket is not created, and routes the end user to the correct ticket.

For more information, see the article: About bot builder (Legacy).

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.