When the customer asks to speak to a human, the AI agent prompts them to set API parameter values

Question

In an email AI agent with agentic AI, the procedure contains several parameters to collect from an API request. In one conversation, I asked to connect directly to a human agent. However, the AI agent prompted the me to set parameter values, which isn't ideal. How can I fix this?

Answer

Configure the procedure to collect these parameters from the customer's initial email text.

To fix this:

Ensure that these session parameters are captured, using entities, configured actions, or API integrations

Edit the procedure to ensure that it uses the Check condition block type, not Collect parameter, to check for parameters that should already exist.

For more information on writing procedures, see Best practices for writing generative procedures for AI agents.