If an agent doesn't meet minimum performance thresholds, Business Messages may suspend the agent. When an agent is suspended, the agent and any associated locations are unlaunched from Google-owned entry points. Brand-managed entry points are exempt from suspension.
Reinstate a suspended agent
You can reinstate suspended agents at any time by re-launching them.
Prevent agents from being suspended
To prevent your agents from being suspended,
- Regularly monitor your agents’ performance
- Process and respond to messages in a timely manner
- Make sure that your agents' messaging availability is correct so that Business Messages correctly computes response rates
- Add automation to your agents