Route Conversations with Entry Points
Entry points decide which AI Agent receives a new conversation. They connect a traffic source or trigger to the agent prepared for that context.
Connect each source to the right agent
Define what starts the route, which agent should receive the conversation, what happens when the route does not match, and who owns a human handoff. Keep a safe default for every active channel and test routes with fresh conversations before normal traffic reaches them.
Map the route before making it active
Write the intended journey in plain language first. A route should be understandable without relying on the settings screen or a team member's memory.
Identify the channel, page, campaign, keyword, comment, or supported origin.
Match the source to an agent with the correct knowledge, behavior, and abilities.
Use a conservative default, the shared inbox, or a clearly owned human queue.
Choose the context that should start the route
An entry route can use one or more supported signals. Choose the narrowest reliable signal that separates this conversation from the channel default.
Channel
A new conversation begins through an approved messaging channel.
Website placement
A visitor starts chat from a specific site, page, or widget configuration.
Advertising source
A defined ad or campaign creates the conversation context.
Keyword or comment
A supported word, phrase, reply, or comment trigger matches the route.
Campaign path
A configured campaign or invitation directs the contact to a specialist agent.
Other supported origin
An approved integration or workflow provides enough context for routing.
Answer four questions for every entry point
- 01
What event starts the route?
Name the exact source, trigger, and conditions that make a new conversation eligible.
- 02
Which agent should receive it?
Confirm that the agent's job, knowledge, tone, schedule, and actions fit this context.
- 03
What happens when the route does not match?
Define the channel default, shared inbox, or other conservative fallback.
- 04
Which team owns a human handoff?
Identify the queue, person, expected context, and operating process for taking over.
Use specific routes above a documented default
A channel default handles new conversations that do not match a more specific rule. Specific entry points can direct defined traffic to a specialist agent.
A narrow campaign, page, keyword, or other supported source selects the prepared specialist agent.
A conservative general agent handles new messages whose purpose is not yet clear.
The conversation reaches a person when no agent is suitable or a handoff rule is triggered.
Avoid overlapping routes
Two keyword rules, several agents attached to the same source, or a broad rule placed above a narrow one can produce an unexpected selection.
Overlapping conditions
Similar triggers can compete when their priority and matching behavior are not understood.
Narrow first, fallback second
Use a precise route for known context and retain one conservative fallback.
- Document which rule has priority when more than one could match.
- Use the narrowest reliable condition before a broad channel rule.
- Remove or disable obsolete routes instead of leaving them undocumented.
- Retest after changing the channel, campaign, trigger, agent, or fallback.
Prepare and activate the entry point
- 1
Confirm the source and trigger
Verify that the channel or workflow is connected and that the intended signal can be tested safely.
- 2
Select an approved agent
Use an agent that has already been configured and tested for this audience, offer, and next action.
- 3
Define the non-match behavior
Choose the documented default or inbox destination that should receive everything outside the route.
- 4
Confirm human ownership
Verify the receiving queue, coverage, notifications, and the information the agent should capture before handoff.
- 5
Save, test, then activate
Run fresh conversations through the intended and non-matching paths before opening the route to normal traffic.
Test the route from the real source
Use a new contact or clearly reset test. Existing conversations may keep their current assignment instead of adopting a newly created route.
- Start a fresh conversation from the real page, channel, campaign, or trigger.
- Confirm the expected agent, knowledge, opening behavior, and active-hours response.
- Send a message that should not match the special route and verify the default.
- Test an unknown or ambiguous request and confirm the safe fallback.
- Trigger a human handoff and confirm the assigned queue and captured context.
- Repeat the route test after material channel, agent, or campaign changes.
Route launch gate
Do not activate normal traffic until both a positive match and a non-match have reached their expected destinations.
When the wrong agent receives a conversation
The special route never matches
Confirm the real source produces the same signal used by the entry point. Check the connected channel, campaign or page identifier, trigger wording, agent status, active hours, and whether the route is enabled.
The default agent receives everything
Review the specific route's conditions and priority. A missing identifier, trigger mismatch, unpublished change, or stale test conversation can cause the default to take over.
Two routes appear to compete
Temporarily pause the broader rule, test each route separately, then establish a documented priority. Keep the narrowest reliable rule first and one default underneath it.
A newly changed route does not affect an existing chat
Existing conversations may retain their current assignment. Test with a new contact or a controlled reset rather than assuming the new route will replace an active conversation's context.
No suitable agent exists
Keep the entry point inactive or route the source to an owned human queue. Configure and approve the necessary agent before enabling automated handling.
Send us one controlled example
Include the account, channel or source, approximate time, the route you expected, the agent that actually responded, and whether the contact was new or already had a conversation.