Hello,
I am currently working in a development environment, exploring the out-of-the-box (OOB) functionality of AI Agents. I have been testing the Agentic Workflow “Triage Cases” and enabled the OOB triggers so that the workflow runs for both interactions and cases.
From my testing:
When triggered from interactions, the workflow behaves as expected:
- I created an interaction where the workflow runs and a case is created by the AI Agent, as shown in the attachment “Triage Cases - Interaction that created a Case.”
- However, after the case is created, I can see that the Agentic Workflow “Triage Cases” was executed, but no additional information is provided, as shown in the attachment “Triage Cases - Case Created From Interaction.”
After reviewing the available documentation and the workflow description, I am not entirely certain whether this workflow is expected to function when a case is created directly. However, since the case meets the trigger conditions, I would expect the Agentic Workflow to process it and provide additional information.
Could you please provide more information on how this workflow is intended to work, particularly when triggered by a case? Additionally, is this behavior expected, or is there any additional configuration required?
