Could we add a clearer distinction between Workflow and AI identities instead of presenting both under the same identity?
This would help set more accurate expectations for both customers and our team. A workflow may only be routing a conversation, collecting information, or holding someone until the next step, while an AI interaction is expected to understand context and respond intelligently.
When both appear under the same identity, customers may assume a basic automated step is the AI failing to understand them, and teammates may also misread what the system was actually designed to do.
Separating the identities would reduce confusion, improve trust, and make feedback more useful by distinguishing true AI performance issues from the limitations of simple workflow automation.