Description:

When a customer reports an issue, the virtual agent is the first to respond, aiming to quickly assist and triage the request. After a short period, a member of the responsible team joins the conversation to provide more specialized support. Unfortunately, the virtual agent continues to participate, even as the human agent engages with the customer. This overlap can lead to a disorganized experience, as the virtual agent persists in offering its own assistance, despite the presence of a competent employee actively working to resolve the issue.

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available