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AI Agent Idle Action

The idle action is an AI Agent (v2) advanced setting: when a customer goes quiet for a configured duration, the AI Agent automatically takes one action — nudge the customer with a follow-up message, assign the room to a human, or resolve the conversation with a closing message. Today it is single-action: an agent can do one of those after one timer, and the only way to chain "nudge then resolve" is by coupling to the channel-level global idle rule in bot settings.

This initiative makes the idle action a self-contained, user-configurable sequence owned entirely by the AI Agent — up to 3 ordered steps, each with its own idle duration, action, and message — so a PM or customer Bot Builder can configure "idle 10 min → follow-up → idle 10 min → resolve" directly on the agent without touching channel settings.

Scope Changes​

Engineering surfaces this initiative touches (controlled vocab). Kept in sync with the scope_changes frontmatter above.

  • Backend — chatbot: extend ai_agents.parameters['idle_rule'] (JSONB) to carry an ordered steps array; rework process_idle_rule_action.rb + send_message_with_resolve.rb to advance/reset a per-room step pointer instead of chaining to the global channel idle rule; new feature flag ai_agent_sequential_idle.
  • Frontend — chatbot-fe: turn the single-action picker in AiAgentIdleActionForm.vue into a step-list builder (add/remove up to 3 steps); extend idleActionUtils.ts transforms and the IdleRule store interface.
  • Design — Figma for the step-list builder UI — TBD, designer not yet assigned.

QA Lane​

Lane B — keeps a human QA gate. No Lane-B trigger is present (an idle-timeout action on existing agent flows), but no E2E test specs exist for this initiative yet, so the Lane-A entry bar (100% E2E, spec-mapped coverage) is unmet — Lane B by default. Classified 2026-06-29.

PRDs​