When the agent asks for human input
Recognize when the agent opens a task and provide the minimum decision needed.
Updated
In short
The agent asks a human when there is no valid contact, a reply is ambiguous, a dispute blocks the case, or a contact or eligibility change needs approval. The task gathers account, message, and exact question. While a blocking task remains active, Billabex does not generate the corresponding next follow-up.
Expected result
You understand the task reason, provide its requested input, and observe case reassessment.
Before you start
- Read account context and latest communications before choosing.
- Seek internal approval when the answer commits collection policy.
Procedure
- Open Tasks and select the item marked as requiring action.
- Identify its type: contact, unknown input, decision, eligibility, or free-form information.
- Verify cited facts in the account and source message.
- Answer with the offered field or option and submit once.
- After processing, check task closure and the account’s next step.
What Billabex does
NeedUserInput, Unknown, ApproveContactChange, and ApproveEligibility tasks block next generation. Resolution triggers reassessment without exposing unapproved content to generation.
If the result is not what you expected
- A notification email cannot submit the decision in place of the Billabex task.
- When several subjects are mixed, answer the stated question and handle the rest in its proper case.
- A closed task without resumption can mean another pause reason remains active.