Infinity 26 - Agentic Assignment Processing

General
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Agentic Assignment Processing

When you configure an Assignment for Agentic Assignment Processing, an Agent notifies the Assignment owner through email and resolves the Assignment based on the response, reducing manual handling of routine tasks.

Overview

Agentic Assignment Processing enables the AI Agent to take over an Assignment that a person would normally complete. The Agent contacts the Assignment owner through email, collects the required information, and uses the response to process and close the Assignment.

Applicability

Agentic Processing applies to Assignments routed to individual operators or external users. If the Assignment owner is not an operator in the system, a modal operator sends the correspondence to the address that you defined for the external user.

Demo: Click here

Example

The following scenario shows Agentic Assignment Processing attached to a step in a Loan Application case type, where the applicant needs to provide a driving license.

At run time, the Agent sends an email requesting the driving license to the user defined in the Step, the loan applicant. Next, the Agent collects the email response containing the driving license, checks for required information, and updates and completes the Assignment.

Configuration:

When you enable Agentic Assignment Processing on a Step, the AI Agent creates the Agentic Assignment processing channel.

Step1 : Agentic assignment email account - Ensure to capture the necessary details in the Email Account

Step 2: Perform the Test connectivitiy for Email account and ensure it’s success.

Step 3: Enable Agentic Assignment Processing

Screenshot 2026-08-08 at 8.29.23 AM
Screenshot 2026-08-08 at 8.29.23 AM802×956 39.8 KB

Note

Agentic Assignment Processing does not support the following actions:

  • Approval Steps
  • Screen Flows
  • Work Queues
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@RameshSangili It’s a very informative article. Incredibly useful for someone looking to use the agentic assignment processing.
I went through the demo video as well and while implementing a similar use case couldn’t see how the email is sent to the user configured on assignment for an external user. Is there an agent involved in triggering the email. Also can we can control the body and subject of the email. Could you please explain

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Thank you so much for your kind words! I’ll publish an article soon to explain how it can be configured for the external user.

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This is very informative. Please also share that by using Agentic Assignment processing, is it possible to map the mail response data to clipboard property. Thanks

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Yes, that’s possible.

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Hi, Can you please explain how to configure this?

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Hi Sabita,

I’ve show the demo + Configurations as part of the demo video. Please let me know if you have any specific questions. OOTB creates a new Email Account and that has to be configured for Agentic email. I’m happy to help you if you’re looking for more details..

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Sure… Thanks for your input,it helps!

I am able to respond via email, after getting the email response..I want to map the response from email to case properties. Can you please explain how can we achieve this?

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Hi Sabita,

I hope the email goes out to the Customer will have the details about the assignment details (for example: if you collecting the first name,last name, + acccount list (embedded data). The email will have all the details that are part of the assignment. Once the Customer responded to the email, then evertyhing gets maps to clipboard automatically.

Thanks,

Ramesh