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Allow AI Agent to Handle New Web Chat Queries Even When the User Has an Existing Open Ticket - Freshdesk Omni Unified

Related products:Freshdesk Omni
  • Nov 10, 2026 6:12 AM UTC
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jpfresh
Apprentice
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Description

When a user initiates a conversation through Web Chat, the configured AI Agent handles the incoming query. However, if the AI Agent transfers the conversation to a human agent, the ticket gets assigned to the Support group, and the AI Agent stops handling the conversation.

If the same user returns to Web Chat after a few hours (8, 12, or even 24 hours) with a new or unrelated question, the existing open ticket prevents the AI Agent from being triggered again. As a result, the new query is not handled by the AI Agent and remains tied to the previously escalated conversation.

In scenarios where tickets take 3–4 business days to resolve, users may have additional questions or unrelated concerns during that period. However, they cannot independently interact with the AI Agent until their existing ticket is resolved or closed.

Expected Behaviour

When a user initiates a new Web Chat interaction while an existing ticket is still open, they should be presented with two options:

  1. Continue with the Existing Ticket: If the new message is related to the previously reported issue, the user should be able to continue the conversation on the same ticket and interact with the assigned human agent.

  2. Start a New Conversation: If the user has a different or unrelated query, they should be able to start a separate conversation, allowing the AI Agent to trigger and handle the new query independently of the existing open ticket.

Proposed Enhancement

Introduce an option or mechanism to allow the AI Agent to be triggered for a new Web Chat query even when the same user has an unresolved ticket from a previous conversation.

Ideally, the system should provide a way to distinguish between a continuation of an existing conversation and a new, unrelated query, giving users the flexibility to choose the appropriate path.

Business Impact

  • Enables users to get immediate assistance from the AI Agent for new queries without waiting for an existing ticket to be resolved.

  • Prevents unrelated queries from being unnecessarily associated with previously escalated tickets.

  • Reduces dependency on human agents for handling new queries that the AI Agent could resolve.

  • Improves the overall Web Chat experience by allowing users to manage multiple concerns independently.

Request

Could the Product Team evaluate the feasibility of supporting multiple independent Web Chat conversations for the same user, or provide an alternative configuration that allows the AI Agent to handle new queries while an earlier ticket remains open?

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