About events for advanced AI agents

Events occur during conversations and are used to trigger AI agent-level actions within the conversation
or in a CRM platform. This setup allows you to automate responses and processes based on
specific events within the conversation.
Which events are available depends on whether your advanced AI agent is configured for
email or messaging.
This article contains the following topics:

Available events for messaging AI agents
Available events for email AI agents

Related articles:


About actions for advanced AI agents


Creating and adding actions for advanced AI
agents

Reviewing and managing actions for advanced AI
agents



Available events for messaging AI agents

The table below describes the events available for messaging AI agents.









Event name
Description


Session ended

The AI agent automation has completed. This event occurs when
the conversation ends, an escalation attempt happens, or the
conversation reaches the end of the session duration. After
this event, the conversation is ready to be evaluated for an
automated
resolution.
Any further messages from the AI agent will be part of a new
session, which is evaluated separately. As an action
trigger, you might want to use session end to mark the end
of the automation with a tag or label.



Conversation ended
The conversation was ended by the customer, or the
conversation ended after the configured session
duration.


Conversation escalated to human
The conversation was successfully handed over from the AI
agent to a human agent.


Conversation escalation attempt
The AI agent attempts to hand over the conversation to a
human agent.


Conversation escalation failed
The AI agent attempted to hand over the conversation to a
human agent, but encountered an issue.


Conversation started
A new conversation has started.


Conversation inactive
The conversation has been inactive (no end-user messages) for
the configured session inactivity duration.


Suggestion used
A human agent used a suggested answer.


The end of a procedure is reached
(Available only for AI agents with agentic AI) The AI agent
has reached the end of a generative procedure and the specified
amount of time has passed.


A knowledge answer is shared
(Available only for AI agents with agentic AI) The AI agent
has shared an AI-generated answer.








Available events for email AI agents

The table below describes the events available for email AI agents.









Event name
Description


Ticket received by AI agents - Advanced

A message is received by AI agents - Advanced and a ticket is
created in your CRM platform.
This event is best used for actions that affect the rest of
the process, like collecting user information. AI agents -
Advanced will process the contents of the message only after
this event.



Ticket processed by AI agents - Advanced

The contents of the message have been processed by AI agents
- Advanced.
This event is best used to update the platform with dynamic
session data, like phone number or email, using entities.



Reply delay timer started

The AI agent reply node has been reached and the delay timer
started. This event is selectable only if you’ve set up a ticket reply
delay.
This event can be used to add tags and internal notes to your
tickets. Scheduled messages are not visible in CRM
platforms, so we recommend setting up an agent view in a way
that issues with scheduled answers are hidden and not
mistaken for open tickets.



Reply sent after delay

The AI agent reply has been sent after the set delay. This
event is selectable only if you’ve set up a ticket reply
delay.
This event can be used to add post-reply updates to your
tickets, ensuring your agents will be able to see issues
that were previously hidden, but later were answered with
delay.








Sequence of events for email AI agents

Events for email AI agents are always triggered in the following order:


Ticket received by AI agents - Advanced event and related
actions
Use case–level actions and block-level actions

Ticket processed by AI agents - Advanced event and related
actions

Reply delay timer started event and related actions

Reply sent after delay event and related actions