A Qualifying Task runs automatically on the first user message in a case before the conversation is routed to the primary AI Agent task. Use it to collect information, perform qualification steps, or execute predefined actions at the start of an interaction.

Qualifying Tasks are built using the Dialogue Tree Builder and configured within the AI Agent Router task.

Before you begin

Create an AI Agent application before configuring a Qualifying Task.

Steps to Configure a Qualifying Task

1. Open the AI Agent application.
2. Select Build, and then select Tasks.
3. In the Router task, select Options (...) and then select Edit.
4. On the Task Overview page, enter a Name and Description for the task.

5. Under Task Details, configure the qualifying workflow:

   • Enable Qualifying Task: Turn on this option to run the qualifying workflow before routing the first user message in each case.
   • Create Qualifying Task: Select Create Qualifying Task to open the Dialogue Tree Builder. Create and configure the workflow that should run before the conversation is routed to the primary task.
6. Select Save.

Important notes

• A Qualifying Task runs only once per case, when the first user message is received.

• Only one of the following options can be enabled at a time:

  • Qualifying Task
  • First Message
• For advanced qualification and preprocessing scenarios, use Qualifying Task.

Unsupported Dialogue Tree nodes

The following nodes are not supported in a Qualifying Task:

• User Reply
• Dynamic Workflow
• DTMF
• Route to IVR

Result

After configuration, the Qualifying Task runs automatically when a user sends the first message in a case. The defined Dialogue Tree workflow executes before the conversation is routed to the primary AI Agent task, enabling qualification and preprocessing steps at the beginning of the interaction.