Why is my AI Agent Reassigning Issues?

Last updated: July 1, 2025

When a ticket is assigned, the AI Agent first decides whether to deflect the ticket using Persona Instructions and configured Resources or run a Runbook it has access to if the ticket matches the "When" conditions defined within the Runbook.

  • If it deflects, it uses natural language responses based on the Persona instructions. If it determines it cannot accurately answer, it will unassign itself from the Issue so it can be redirected to a human via your normal assignment rules.

  • If it runs a Runbook, it will follow all the explicit steps set

  • Bulk Issues Tester now shows the runbook execution status for easy adjustments

    Screenshot 2025-07-01 at 4.07.13 PM.png

Note that Runbooks are self-contained, which means that inside of a Runbook the AI Agent will be unaffected by Persona instructions and does not have access to resources defined outside of the Runbook.

After taking action, the agent waits for a customer response before once again making a decision between deflection / Runbooks (unless it was already unassigned). If you want some tips on how to best combine Agents for complex workflows, you can check out our article: 📄 How can I choose whether to use Runbooks or Deflection?