When a workflow's trigger type is set to Agent review, Assembled's AI assesses a case and prepares guidance for a human agent, instead of replying to the customer directly. That guidance appears in Copilot, not as a note on the ticket itself, and it changes how these cases look on the Monitor and View Cases tabs.
What does an Agent review workflow do?
An Agent review workflow asks the AI to look at an incoming case and decide what a human agent should do next. Instead of sending a reply to the customer or posting a comment on the ticket, the AI's assessment goes to Copilot for your team to read and act on.
Note: This differs from a workflow that has the AI reply to the customer directly or post a note on the ticket itself. Only Agent review workflows route their output to Copilot instead of the ticket.
Why do these cases show a "Skipped: no reply" status?
Because an Agent review workflow never posts a reply or a ticket-level note, the Monitor and View Cases tabs label these cases Skipped: no reply. That label is accurate: it reflects that no message went out on the ticket, not that the workflow failed or stopped partway through.
Keep in mind: A case that's genuinely working, where the AI reviewed the ticket and left guidance in Copilot, can show the same "Skipped: no reply" status as a case where the AI produced nothing at all. Don't rely on this status alone to decide whether a case needs your attention.
Where do I find the AI's guidance for these cases?
Check Copilot on the ticket rather than the ticket's reply history. For workflows set to Agent review, the AI's assessment and any suggested next step live there, not on the ticket itself.
How do I confirm the AI actually reviewed a case?
Open the case from the Monitor or View Cases tab and look at its full step history. This shows whether the AI reviewed the ticket and produced guidance, even when the summary status reads "Skipped: no reply." If a case's step history shows no activity at all where you'd expect the AI to have reviewed it, that's worth flagging to support: it may mean the workflow didn't run, rather than expected Agent review behavior.
Questions? Contact support@assembled.com and we'll be glad to help.
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