Specifically: when my agent identifies a deal over $100K or detects a "let me talk to someone" intent, I want it to drop into a watchful state and assign the conversation to the right AE based on territory rules. The agent should still see what the human types, but stop generating replies.
Two questions: (1) what's the right Omni-Channel routing config for this — capacity model, presence, or a custom skill? (2) has anyone solved the "agent silently watching" UX so the customer isn't confused by the handoff?
Capacity model + a custom skill for 'AE-routable-deal' is what's worked for us. We don't keep the agent in the conversation mid-stream — it posts a structured handoff summary as the first message in the new conversation, and the AE picks it up cold with the full context attached. Cleaner than 'silent watching'.
+1 to the structured handoff summary. The 'silent watching' pattern confused customers in our pilot — they kept asking 'are you still there?' when the agent went quiet. A clean explicit handoff with a one-line acknowledgement from the AE worked much better.
If you want the handoff to feel instant, pre-warm the Omni-Channel queue by routing the deal evaluation as a Lead first. The agent qualifies, the AE inherits a routed Lead with the full transcript attached. Saves you the routing latency on the conversation itself.