As part of our journey toward a fully AI-powered interaction model, and following the transition from the Start module to Moments, we are continuing to expand the Process-based setup. This now includes how handovers to Human Agents are configured and executed.

Today, we introduced support for Human Agent availability hours directly within the Engine Decision Block - a foundational step in moving Handovers to a fully Decision Engine-powered experience.

What’s New?

Human Agent Availability in Decision Blocks

You can now evaluate Human Agent availability hours directly inside the Decision Block.

This enhancement allows availability checks to become part of the Process itself, instead of relying on external Handover settings. As a result:

• Availability-based routing decisions are handled natively within Decision Engine logic

• Pre-handover behaviour can be fully orchestrated through Processes

• The transition from AI Agent to Human Agent becomes more contextual and controlled

• Full interaction visibility is maintained in Supervisor

This is the first iteration in our broader initiative to make handovers fully AI-powered and process-driven.

Improved Decision Block UX

In addition to adding availability support, we also enhanced the Decision Block user experience.

Configuration options are now presented more clearly, with a stronger distinction between:

• Using structured mode-based configuration (Creator, Region, and now Human Agent Availability)

• Using the custom code option

This makes the existing capabilities easier to understand and reduces ambiguity when choosing between standard configuration and advanced custom logic.

The goal is to improve clarity while maintaining flexibility for advanced use cases.