Route Conversations to the Right Team

New conversations reach Sales, Support or Billing on their own. Two ways: a Flow with buttons or an AI agent. Set up in about 15 minutes.

Conversation routing means every new conversation lands with the team for its topic, without anyone sorting the inbox by hand. More in the glossary.

Router bots can no longer be created, and routing now works with a Flow or an AI agent. What happens to an existing router bot: see below.

A Professional, Scale or Enterprise plan (for both ways).

Access to Settings, to create tags and edit members.

There are two ways. A Flow asks with buttons and needs no AI. An AI agent understands free text, answers itself and hands over when needed. Both use the same tags as team labels.

They write freely, the AI recognizes the topic

A few fixed topics such as Sales, Support, Billing

Varied questions the agent can answer itself first

"Open conversation" step, round robin among members with the tag

Skill goal with round robin by tag; a team inbox per tag shows it to the team

"Business hours schedule" on the trigger

"Team availability" under "Handoff to your team"

Create one tag per team. Both ways use these tags, so you only do this once.

The Create Tag dialog with the name Sales, a blue color and the description "Questions about pricing, plans and quotes".

The Skills section of the member dialog with the tags shown as chips. Support and Sales are selected.

The Flow greets every new conversation, asks for the topic with buttons and hands the conversation to the right team. It needs no AI.

The New flow wizard on the Trigger step, with the trigger type "On conversation opened" and the button "Create flow".

Settings panel of the step "Ask with buttons" with the question "Hi! What is your request about?" and the options Sales, Support and Billing.

Settings panel of the step "Open conversation" with the strategy "Round robin among members with tag", the tag Sales and the toggle "Prefer online agents".

Only active team members with the tag are eligible. If nobody is available, the conversation stays unassigned, and admins and the members with the tag get a notification. Conversations that already have an assignee are not reassigned. The tag is also added to the conversation. Optional settings: Prefer online agents and Unattended alert (minutes, optional).

Flow canvas: the trigger "On conversation opened", a question with the buttons Sales, Support and Billing, one "Open conversation" step per branch and one more on the Fallback branch.

Not delivered is taken when the message could not be delivered. If this path is not connected, the run stops with an error. Connect it as well, for example to Open conversation.

Trigger settings with "Skip if a bot replies first" switched on and the switch "Business hours schedule".

As soon as a team member sends a message in the conversation, the flow stops. This is the setting Stop flow when an agent sends a message in the flow's Settings, which is on by default.

The AI agent answers questions itself and hands over to the right team when needed. How to give the agent knowledge to answer from is in the guide AI agent for customer support.

The dialog "New agent" with the options "Create with AI", "From a template" and "Start blank".

The Skills card in the agent editor with the added skill "Sales inquiry" marked as goal.

Handoff settings with the keywords human and agent, the tags Billing, Sales and Support and one topic description per tag.

The AI picks at most one tag per handoff. The tag alone does not assign anyone: step 4 does.

Skill settings with "When the goal is completed", "Assign conversation: Round robin among agents with a tag" and the tag Sales.

Without a goal, there are two other ways. A team inbox per tag (Preparation, step 3) shows the team every conversation with its tag, including handed-over ones. Or you start the agent from a flow and connect its Escalated branch to Open conversation (see Combining both).

Team availability under Handoff to your team sets when your team can take over from the agent. Outside those times, the offline settings apply. Without Custom times for this agent, handoff follows your workspace business hours.

A flow can start an agent with the step Run AI Assistant. The step has four branches:

Escalated: the agent hands over to your team. This branch also runs when the agent could not start. Connect Open conversation with the right Strategy here.

Done: the agent completed its task and saved the collected values.

Completed: the step is finished, for example after the maximum number of turns or a stop keyword. If Escalated or Done is not connected, the run continues here.

Timeout: the customer did not reply within the waiting time. This applies only when the timeout is switched on.

Two ready templates help you start. Open New flow and look at the templates: Multi-bot router and FAQ with fallback to human.

Router bots can no longer be created. Existing ones keep running and show the notice Deprecated bot type.

Convert to Flow builds an equivalent flow as a draft and deactivates the bot immediately. So convert only when you can check and publish the flow right away. A second click opens the existing flow.

1. Create one tag per team (Sales, Support, Billing)
2. Give each team member their team tags as skills
3. Create a flow with the trigger On conversation opened
4. Ask for the topic with an Ask with buttons step
5. Add Open conversation by tag under each button branch
6. Connect Fallback and Not delivered, then test the flow
7. Publish (with an AI agent: tag on handoff, assign via a skill goal)