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Make the ai the responsible party for a new conversation in auto reply mode

When a channel connection runs Auto Reply, a new or reopened conversation's responsible party is the AI Assistant itself — never unassigned, never charged to a human — until a human explicitly takes over.

When this happens: FR-25 creates or reopens a conversation on a channel connection with Auto Reply enabled.

How it works

  • EasyCRM sends the first WhatsApp message to a number configured for Auto Reply.
  • FR-25 creates the conversation; before applying RoutingSettings.Mode, checks whether the receiving channel connection runs Auto Reply.
  • It does. Sets Ai. bypassing Manual/Automatic/RuleBased entirely.
  • Writes AssignmentHistory with AiHandover. Ai.
  • The conversation appears in Inbox views under its AI-handled indicator; it is excluded from the Unassigned view and from EasyCrm.Inbox.PickUp eligibility.

Other paths

Reopened conversation on an auto reply channel

EasyCRM reopens a Resolved conversation that was previously handled by a human, on a channel now running Auto Reply. AI precedence applies before the return-to-previous-operator check — the conversation goes to Ai, not back to the previous human.

Good to know

  • AI responsibility takes precedence over RoutingSettings.Mode. (FR-24-012, ADR-011) |
  • AI-held conversations never trigger the unassigned alert (FR-23) and are excluded from operator-performance figures (FR-08). (FR-24-012, BRD §3.9) |
  • A human takes over from the AI only through an explicit action or an automatic handover FR-28 initiates (groundedness, handover rule, customer request). (FR-24-012, FR-28)