Conversations Aide is answering are now assigned to Aide. They no longer show up under Unassigned, and the conversation list, thread header and details pane all show Aide as the assignee, so your team can see at a glance which conversations need a person.
How it behaves
- New chats: a chat is assigned to Aide when it starts and your AI agent will answer it.
- Assigning someone else: picking a teammate, a team or "Unassigned" takes the conversation off Aide.
- Replies: a teammate who replies to an unassigned conversation, on any channel, becomes its assignee. This also takes the conversation off Aide.
- Take over: takes the conversation off Aide and assigns it to you.
- Handoff: when Aide asks for a person, the conversation becomes unassigned, so it appears under Unassigned until someone picks it up.
- Return to Aide: takes the conversation off the teammate and assigns it back to Aide. "Aide" is also in the assignee picker when you have an AI agent, and choosing it does the same thing.
- Views: "Handled by Aide" now lists the conversations assigned to Aide. The filter bar has an "Aide" assignee option for your own views.
Also in this change
- The "Unassigned" option in the filter bar's assignee filter now works; it previously matched no conversations.
For developers
- Conversation objects in
/v1have a newassignedToAideboolean.assigneeis still a teammate ornull; a conversation is never assigned to Aide and a teammate at once. - The conversation list accepts
assignee[]=aide.assignee[]=nonenow means nobody, Aide included. - Returning a conversation to Aide (
POST /v1/conversations/:id/return-to-aide) clears the teammate assignee and assigns Aide.