Agent Desk

Low-urgency tickets with a matching runbook or loop land in Agent Desk. Agent Loops then draft a solution and either send it to the customer or queue it for your approval.

Agent Loops are the engine behind Agent Desk. When a ticket is routed to Agent Desk, a loop loads the matched runbook and loop context, drafts a customer-facing solution, then follows your workspace mode.

• Auto-solve — send the solution immediately and mark the ticket resolved.
• Queue for approval — keep the draft in Agent Desk until a teammate approves or rejects it.

Toggle the mode from Agent Desk in the dashboard. Rejected drafts escalate to Human Desk with the full transcript and context attached.

• Urgency is Low (or Self-resolving escalation policy).
• An approved runbook or loop covers the topic.
• No Critical or Priority trigger (safety, billing dispute, explicit human request).
• Your workspace is on Humaner (or Custom via API) with Agent Desk capability.

If there is no training path, the loop fails, or a teammate rejects the draft, the ticket escalates to Human Desk with the full transcript, summary, and matched runbook attached. Nothing restarts from zero.