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# CAAC AI Workflow

  • Updated

    CAAC AI Agent is an intelligent customer service assistant designed by Crescendo Lab for enterprises. It can respond to customers in real time, proactively handle repetitive issues, and automatically hand over to a human agent at the right time. This article will guide you through the AI Agent’s workflow, configuration methods, and how to publish or unpublish, as well as common troubleshooting tips, helping you maximize the service value of AI.

    In this section, we will introduce the complete process of how the AI Agent interacts with customers, including initial conversation judgment, handover to human agents, and how to use the feedback mechanism to continuously improve AI response quality.

    This flowchart demonstrates the process of how the CAAC AI Agent handles new incoming messages:

    1. New message enters CAAC: whenever a new customer message enters the system.
    2. Determine whether it meets handover conditions: The system will determine based on pre-set rules (such as specific keywords, sentiment analysis, or topic categories) whether the message needs to be handed over to a human agent.
      • If it meets the handover condition:
        • The conversation will be directly handed over to the team
        • The system will generate a handover note summarizing key points of the AI-customer conversation to help the agent quickly understand customer needs
        • The AI Agent will notify the customer about the handover, and the CAAC agent will take over the response
      • If it does not meet the handover condition:
        • The system will assign the message to the AI Agent
        • The AI Agent will generate an instant reply based on the connected knowledge base (ChatBase or OpenAI) and send it to the customer
    3. User feedback: Regardless of whether the message was replied to by AI or handed over to a human, users can provide feedback on AI behavior and response content. This feedback can later be used to improve the knowledge base and handover rules.
    4. AI conversation count check: If the AI has interacted with the user more than a specific(customized setting) times, it will trigger a handover to a human agent (with a handover note).
    5. User reply waiting time check:
      • If the user does not reply for more than a specific(customized setting) minutes, the system will automatically mark the conversation as resolved.
      • If the user replies within a specific(customized setting) minutes, the conversation will return to the CAAC AI workflow and continue processing.

    - Handover Note (AI handover note)

    When a conversation originally handled by AI needs to be handed over to a human agent, the system will automatically generate a “handover note.”

    This note summarizes the key points of the AI-customer conversation so that the agent can quickly understand the background and customer needs, reducing communication time and improving service efficiency.

     

    - Feedback and Optimization Mechanism (AI feedback loop / AI training)

    The feedback and optimization mechanism allows users to provide ratings for AI responses and handover decisions, helping you review AI performance and identify areas for improvement.

    • Functions and Use Cases

    Message content evaluation: If you find the AI Agent’s reply accurate and helpful, you can give a 👍. If the content is inappropriate for the customer, you can give a 👎 and specify the reason.

    Handover evaluation: Provide feedback on whether AI handed over the conversation at the right time. For example: the AI should have handed over but didn’t, or it handed over unnecessarily.

    • How to provide feedback

    1. Select 👍 or 👎 to quickly record your preference regarding the AI response.

    2. Select the “chart” icon to provide more detailed feedback. For example:

    • Suggestions for improving AI replies
    • Check whether AI referenced correct information
    • Check whether AI handed over correctly
    • Evaluate AI reply quality (completeness, accuracy, tone, etc.)

    If you expand the feedback details, and if the AI handed over the conversation, the system will also show the reason for AI handover, helping you understand the logic and context behind the decision.

    • Feedback Records and Applications
    1. All feedback will be fully recorded for later review and classification
    2. Feedback will not immediately change AI behavior, nor directly update the knowledge base
    3. You can request these records from Crescendo Lab to review AI’s replies and handover performance, and then optimize the knowledge base or handover settings

    - Non-text messages auto-handover to human (non-text auto handover)

    The CAAC AI Agent (including self-hosted AI agent integrations) currently only supports plain text messages. Images, videos, stickers, files, and other non-text content are not supported.

    When any non-text message appears in a conversation:

    • The conversation is immediately auto-assigned to a human agent (non-text handover)
    • Subsequent messages will no longer be forwarded to the AI Agent
    • This is a built-in system behavior and cannot be turned off through AI Agent settings

    💡 We recommend prompting users with something like "Please describe your question in text" inside your AI conversation flow. This improves AI coverage and reduces unintended handovers to human agents.

    # AI Agent Setup Guide

    To set up an AI Agent, please refer to: Tutorials｜AI Agent Set Up

    # How to Start/Stop Assigning Conversations to an AI Agent

    Once Crescendo Lab has helped you complete Athe I Agent setup, the AI Agent will appear in your CAAC system. You can enable the AI Agent anytime to automatically reply to conversations and hand them over to human agents when necessary. This section explains how to publish/unpublish the AI Agent, along with assignment rules and considerations.

    - Assign New Conversations to AI Agent

    Follow the steps below to set the AI Agent as the first responder for all new conversations:

    Step 1: Enter “Assignment Settings” and set the default assignment type as “General.”

    If you select “Permanent,” once a conversation is handed over to a human and marked as resolved, when the same conversation reopens, it will not be automatically reassigned to the AI Agent. For more details, refer to: Tutorial｜CAAC Assignment Types, Methods, and FAQs

    Step 2: Create an Auto-Assignment Rule

    • Go to “Assignment Settings” → “Auto-Assignment” and click “Add.”
    • Configure as follows:
      • Condition type: Any plain text message
      • Assignment target: Agent
      • Select target: Your AI Agent in CAAC

    Step 3: Move the newly created rule to the top priority. After saving, all new messages will be automatically assigned to the AI Agent for the first reply.

    - Stop Assigning Messages to AI Agent

    • Scenario 1: You only want to transfer a single chat to a human

    In that chatroom, change the assignment from AI Agent to your desired team or agent. All future messages in that chat will then be handled by the assigned human agent.

    • Scenario 2: You don’t want AI Agent to be the first responder for all messages

    Go to “Assignment Settings” and disable the setting. After disabling, new messages will no longer be automatically assigned to the AI Agent.

    Please check if there are any ongoing conversations still assigned to the AI Agent. If so, manually reassign them to the designated human team or agent to ensure the AI Agent no longer responds.

    # FAQs

    Q: Why didn't the AI Agent reply when a user sent a message (e.g., an image)?

    A: The CAAC AI Agent currently only supports plain text recognition; it does not handle images, videos, stickers, files, or other non-text messages. When any non-text message appears in a conversation, the system automatically hands the conversation over to a human agent based on the built-in rule, and subsequent messages are no longer forwarded to the AI Agent. If you use a self-hosted AI agent integration (e.g., Raccoon), this is why your AI side stops "seeing" messages after the handover — it is not a transmission failure, but CAAC actively stopping the forwarding per the rule.

    Q: I’m not satisfied with the AI Agent’s replies. How can I adjust?

    A: AI Agent replies come from the connected knowledge base. If you are not satisfied, please update the knowledge base content to ensure AI can provide accurate and expected responses. If you use ChatBase as the knowledge base, refer to: Tutorial｜CAAC AI - ChatBase Knowledge Base # How to Optimize My Knowledge Base

    Q: The AI Agent’s handover timing doesn’t match my needs. What should I do?

    A: We recommend using the feedback and optimization mechanism to record AI handover actions and reasons. Then contact Crescendo Lab to obtain these records and adjust handover settings based on your needs.

    Q: Why does the AI Agent still reply to some messages after I’ve disabled “Auto-Assign to AI Agent”?

    A: Disabling “Auto-Assign to AI Agent” only stops new messages from being automatically assigned to AI.

    If conversations had already been assigned to the AI Agent before disabling, those will continue being handled by AI until the conversation ends or is manually reassigned to a team/agent.

    To immediately stop the AI Agent from replying:

    1. Locate all ongoing conversations still assigned to the AI Agent
    2. Manually reassign them to another team or agent

    This ensures the AI Agent will no longer reply to any messages.

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