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Chatbot & Routing

Automate customer conversations with scripted chatbots and route messages intelligently between bots and live agents.

How routing works​

The Conversational Router sits between your messaging channels and your response handlers (bots or agents). When a message arrives:

  1. Router evaluates rules — checks channel, keywords, time of day, agent availability
  2. Routes to handler — sends to the appropriate chatbot or live agent queue
  3. Handover when needed — if the bot can't help, it escalates to a human agent

Key capabilities​

  • Scripted chatbot — build rule-based conversation flows
  • Conversational Router — route messages between channels, bots, and agents
  • Live agent handover — seamlessly escalate from bot to human agent
  • Channel support — works across all messaging channels

Example: Configure a routing rule​

{
  "rule": "after-hours",
  "condition": {
    "time": { "after": "18:00", "before": "09:00" }
  },
  "action": {
    "route_to": "chatbot",
    "fallback": "voicemail"
  }
}

Handover flow​

When a chatbot detects it can't resolve a customer's issue, it triggers a handover to a live agent in Agent Inbox. The agent sees the full conversation history so the customer doesn't have to repeat themselves.