Pause, remove or swap a Human Node

You have four controls over each Human Node who serves your brand, from the lightest to the most final. Three take effect right away. The fourth, the swap, is a planned handover that happens only once a replacement is ready. The Human Node is notified whenever you use one of them.

Find the controls

1. Open Fleet in your dashboard.
2. Select a Human Node's card to open their Human Node Brief.
3. Go to the Routing & Access section.

The controls appear only for Human Nodes provided by Razviel. Your own team's agents, shown in Fleet from your helpdesk, have no controls here.

The four controls

Receive New Tickets

Turn it off to stop new tickets from reaching this Human Node. The tickets they already have stay with them to finish. Nothing in progress is interrupted. It is the lightest control.

Access to Tickets Console

Turn it off to disconnect the Human Node from the Console now, even with tickets open. Their customers are told the specialist is unavailable and are connected to another one. If no other Human Node can take them, the tickets go to your helpdesk.

You can always turn access back on. If nobody has taken over the module yet, the Node returns to it. If another Human Node has already taken it, the Node returns from their next module.

Request Agent Swap

Use it to replace a Human Node with another, without a gap. Choose the reason for the swap and when you would like it to happen.

1. A position opens for your brand, and a new Human Node certifies on it.
2. Only when the replacement is certified and confirmed does the current Node's last day get set.
3. On that day the replacement takes over, and the current Node keeps working until the handover.

The date is a target, not a guarantee. If no replacement is ready in time, the swap waits: the current Node continues as normal, and you are told that the replacement is not ready yet. You can undo a swap request within 2 hours.

Suspend Node

Use it to remove a Human Node from your brand for good. They leave the Console and your brand, their customers are connected to another specialist, and a replacement is sought right away. There is no way back to your brand after a suspension.

You have 30 seconds to undo a suspension before it takes effect. For a planned change without urgency, use Request Agent Swap instead.

Choose the right control

• To stop new work without interrupting anything: Receive New Tickets.
• To take a Node off right now, reversibly: Access to Tickets Console.
• To change who serves you, without a gap: Request Agent Swap.
• To end a Node's work on your brand now: Suspend Node.

What these controls do not do

• They do not remove a Node from Razviel. You decide the Node's relationship with your brand. Only Razviel can suspend a Node from the platform.
• They do not change your plan. Reducing the number of Human Nodes in your plan is a change of capacity. See Add or remove capacity.
• They do not control the AI. The AI has its own two controls. See Pause or interrupt the AI.