Configure: Returns and replacements

Guides the agent through the replacement policy and creates the replacement order.

Identity

How this configuration is recognised

NameShort and recognisable to an agent mid-call, e.g. “Case disposition” or “Refund eligibility”.What it solvesOne or two sentences: who it helps, what it reads, and what it produces. Write it as “When … it … so that …”.

Good: “Fills case disposition fields from the live conversation and posts them to the case.”
Avoid: “AI helper for support” — too vague to test or measure.

InterfacesWhere the conversation comes from. Pick “No interface” when it runs in the background with no agent watching.CategoryPick the category this runs on — categories come from Console › Categories. Choose “All categories” to run everywhere.Manage categories in Console › Categories

Deployment

Where it runs and how it is doing

Status: Active
Hosts: Edge, Workspace
Usage: 962 conversations / 30d
Suggestion acceptance: 81%