Activating your AI Agent in Richpanel

Now that Richpanel is connected, you need to route tickets to the AI team and configure your Engaige Agent to pick them up, either in Autonomous or Agent Assist mode.

Step 1: Create Automation Rule in Richpanel

First, you must tell Richpanel which tickets should be processed by the AI. We do this by creating a Rule that assigns specific tickets to the AI Agent Team (which was automatically created during setup).

1. In Richpanel, go to Automation > Automation Rules

2. Create a new rule

3. Name the rule something similar to Engaige Trigger

4. Select the following conditions, seen in attachment. Replace the HTTP Target by the one you created before.

Step 2: Create Assignment Rule in Richpanel

1. In Richpanel, go to Automation > Automation Rules

2. Create a new rule

3. Name the rule something similar to Assign Engaige Agent

4. Select the following conditions, seen in attachment. Replace the Support email by the email you want the Engaige Agent to be assigned to.

Step 3: Configure Triggers in Engaige

Now that tickets are landing in the right team, you must tell your specific Engaige AI Agent to listen to that team.

1. Go to AI Agents in Engaige and click on your existing Agent.

2. Click on the Triggers tab.

3. At Support Queue, select the team you used in the rule above (e.g., Engaige Agent Team).

   • This tells the AI: "Watch this team. When a ticket arrives here, answer it."

4. Click Save.

Step 4: Configure Handover Settings for Autonomous agent

If the autonomous AI agent cannot answer a question (e.g., no policy matches), it needs to know where to send the ticket for a human to review.

1. In the same Agent screen, click on the Handover tab.

2. Under "Handover Team", select the specific Gorgias team where human agents work (e.g., Support Team or CS General).

3. Click Save.

Success! Your integration is live. New tickets matching your rule will move to the AI team, the Agent will process them, and if it gets stuck, it will move them to your Handover team.