Listening Mode for Triage Agents

Updated by Jake Gipson

πŸ‘‚ Listening Mode for Triage Agents

The Concept

Listening Mode is an enhanced state for your Triage Agent that replaces the previous "Timeout" function. Instead of simply turning off when a contact stops responding, the Triage Agent enters a "listening" state. In this mode, the agent remains active in the thread, ready to re-engage instantly if the contact returns, while allowing the Reminder Agent to handle follow-ups in the background.

The Value

Integrating Listening Mode into your workflow provides several key advantages for your team:

  • Increased No-Touch Resolutions: Users are automatically nudged to reply, often resolving tickets without any technician intervention.
  • Higher Quality Triage: Ensures threads are fully triaged with complete context before a human ever needs to step in.
  • Eliminate Stalled Tickets: Prevents threads from sitting idle in the inbox, keeping your workspace organized.
  • Reduced Manual Workload: Automates the "chasing" process, allowing technicians to focus on high-value tasks.

Proven Results

Early adopted partners have seen significant improvements across key metrics:

Real-World Benchmarks: Thread's own help desk has achieved 30% no-touch resolution by combining Listening Mode with the Reminder Agent, while other early (MSPs) adopters reached approximately 10.5% no-touch resolution using Listening Mode alone.

These results demonstrate that Listening Mode reduces premature agent disengagement and allows triage workflows to complete more consistently, with the strongest gains observed in chat interactions where back-and-forth engagement is most critical

How to Use Listening Mode

1. Configuration

You can find these settings in the Admin section under Magic Agents:

Set the Timer: Define how much time should pass before the agent switches from active triage to Listening Mode.

Customize the Prompt: Create a specific message the agent sends when the contact becomes inactive (e.g., "I'm putting this thread on hold for now, but I'm here when you're ready"). The timeout message now has a 600-character limit and triggers once per Listening Mode cycle.

Status Mapping: Configure how threads are marked when entering Listening Mode. The system determines which status to apply based on your configuration:

If you select a specific Listening Mode status: The thread will be set to your chosen status when the Agent enters Listening Mode.

If you leave it set to "None" (default): The system automatically falls back in this order:

  1. Reminder Agent Status (Primary Fallback): If the board has a Reminder Agent status configured, that status will be used.
  2. Triage Complete Status (Secondary Fallback): If no Reminder Agent status is configured, the system uses the board's designated "triage complete" status.

This cascading logic ensures that threads always receive an appropriate status when entering Listening Mode, even on day one before you've customized your settings.

Best Practice: Select a specific Listening Mode status and map it to one that triggers your Reminder Agent. This "kickstarts" the automated follow-up loop (e.g., sending a nudge every 24 hours) and gives you full control over your workflow.

Day One Note: Leaving Listening Mode set to "None" will default to your Reminder Agent status if configured, potentially triggering existing automations immediately.
2. Re-engagement & Handoff

Automatic Return: If a contact replies to a Reminder Agent message during Listening mode, the Triage Agent automatically "wakes up" and resumes the conversation to drive it toward completion. The thread returns to your mapped Active status.

Ending the Session: The Triage Agent will stay in Listening Mode until one of the following occurs:

  • A technician manually replies (external note) to the thread or clicks the β€œTakeover” button
  • The triage process is complete (the Agent has successfully gathered all necessary information and resolved the issue or properly routed it)

Continuous Engagement: The Triage Agent sends your timeout message every time the contact becomes inactive, ensuring consistent communication throughout the listening cycle.

3. Availability

Listening Mode is available for all AI Pro partners at Thread and is fully functional across both Email and Chat sources.

Key Behavior Changes from Previous Timeout Function

What Used to Happen

Previously:

  • The Triage Agent sent the timeout message once
  • Then immediately disengaged
  • This often caused threads to stall or remain unresolved till a human picks it up

What Happens Now

When the Triage Agent enters Listening Mode:

  • πŸ’¬ It sends your timeout message every time the contact becomes inactive
  • πŸ” It updates the thread to the mapped Listening Mode status (based on priority logic above)
  • πŸ‘‚ It waits silently for the contact to return

When the contact replies:

  • πŸ€– The Triage Agent automatically becomes active again
  • πŸ”„ The thread returns to your mapped Active status
  • 🧡 The Agent resumes the conversation naturally and continues supporting the user
Generative Follow-Up Messages

If your timeout message instructs the Agent to generate a follow-up, it will use the full conversation context to write a natural, human-like nudge.

Default template for inspiration:

Generate a gentle follow-up using the full conversation context.

CHAT: short and friendly.

EMAIL: complete sentence and professional.

Examples: Chat: "Just checking in, were you able to try the printer steps we discussed?"

Email: "Hi, following up to see if the steps we reviewed helped."

Common Scenarios

Scenario 1: Standard Listening Mode Flow

Setup: Listening Mode timer set to 5 minutes, custom Listening Mode status configured as "Waiting on User", Reminder Agent configured to send follow-ups every 24 hours.

Flow:

  1. Triage Agent assists user with password reset issue
  2. User stops responding for 5 minutes
  3. Agent sends timeout message: "I'll check back with you later. Let me know when you're ready to continue!"
  4. Thread status changes to "Waiting on User"
  5. Reminder Agent sends follow-up after 24 hours
  6. User replies: "Thanks, I'm back now"
  7. Triage Agent re-engages automatically, status returns to "Active"
  8. Agent continues assisting until issue is resolved/triaged

Scenario 2: Multiple Inactivity Cycles

Setup: Same as Scenario 1

Flow:

  1. Triage Agent helps user troubleshoot network connectivity
  2. User becomes inactive, Agent enters Listening Mode
  3. User returns after first reminder, Agent re-engages
  4. User goes inactive again during the conversation
  5. Agent enters Listening Mode again and sends timeout message a second time
  6. Process repeats until technician takes over or issue is fully resolved/triaged

Scenario 3: No Custom Listening Mode Status Configured

Setup: No specific Listening Mode status selected (set to "None"), board has "Triage Complete" status configured, Reminder Agent status is "Needs Follow-Up"

Flow:

  1. Triage Agent triages a hardware request
  2. User becomes inactive
  3. Since no custom Listening Mode status is set, thread moves to "Triage Complete" status
  4. Agent waits in Listening Mode
  5. User returns, Agent re-engages and continues

Scenario 4: Technician Intervention

Setup: Standard Listening Mode configuration

Flow:

  1. Triage Agent in Listening Mode waiting for user response
  2. Technician reviews the thread and clicks "Takeover"
  3. Listening Mode ends immediately
  4. Triage Agent no longer responds, even if user replies
  5. Technician handles the conversation manually

Frequently Asked Questions

  • Q: How long does the Triage Agent stay in Listening Mode?
    A: The Triage Agent remains in Listening Mode indefinitely until either the contact replies (triggering automatic re-engagement) or a technician manually takes over the thread or the Thread is fully triaged/resolved.
  • Q: Will the timeout message be sent multiple times?
    A: Yes. The timeout message is sent once per Listening Mode cycle. If the contact returns and then becomes inactive again, the message will be sent again when they go inactive.
  • Q: What happens to the thread status when entering Listening Mode?
    A: The status depends on your configuration. If you've selected a specific Listening Mode status, that status is used. If you leave it set to "None" (the default), the system falls back to your Reminder Agent status first, then to the board's "Triage Complete" status if no Reminder Agent status exists.
  • Q: Can I prevent the Triage Agent from re-engaging after it enters Listening Mode?
    A: Yes. If a technician replies to the thread or clicks the Takeover button, the Triage Agent will permanently disengage and will not re-engage even if the contact replies.
  • Q: How does Listening Mode work with the Reminder Agent?
    A: Listening Mode is designed to complement the Reminder Agent. When your Listening Mode status is mapped to trigger reminder automations, the Reminder Agent can send scheduled follow-ups while the Triage Agent waits in the background, ready to re-engage when the contact responds.
  • Q: What's the difference between the timeout message and Reminder Agent messages?
    A: The timeout message is sent by the Triage Agent when the contact first becomes inactive. Reminder Agent messages are scheduled follow-ups sent based on your automation rules while the thread is in Listening Mode status.
  • Q: Can I customize the timeout message for different channels?
    A: Yes. You can include channel-specific instructions in your timeout message prompt. The Agent will adapt its response based on whether the conversation is happening via Chat or Email.
  • Q: What happens if I don't configure a Listening Mode status?
    A: If you leave Listening Mode set to "None", the system will automatically use your Reminder Agent status if one is configured on the board. If no Reminder Agent status exists, it will fall back to your board's "Triage Complete" status. This ensures threads always receive an appropriate status even without explicit configuration.
  • Q: Is there a limit to how many times the Agent can enter and exit Listening Mode in a single thread?
    A: No. The Agent can cycle between active and Listening Mode as many times as needed until the thread is either resolved/triaged or taken over by a technician.
  • Q: Does Listening Mode work for both Email and Chat channels?
    A: Yes. Listening Mode is fully functional across both Email and Chat channels for all AI Pro partners.

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