Set Up a Router Bot

Create a bot that greets customers with options — Sales, Support, Billing — and routes them instantly to the right bot or agent. No manual sorting, no missed messages.

The Router Bot is a special bot type in SendSeven that acts as the front door of your unified inbox. When a customer contacts you, the Router Bot presents them with a menu of buttons — for example, "Sales & Pricing", "Technical Support", or "Billing". Based on the customer's selection, the conversation is instantly routed to the right automation bot or a human agent queue. The result: every request lands exactly where it belongs, without any manual intervention.

A SendSeven account — sign up at app.sendseven.com

Access to the Automation section in your workspace (available on all plans)

SendSeven Automation dashboard showing active bots with performance stats and Create Bot button to start a new Router Bot

Create a New Bot screen showing Router Bot template alongside Support Agent, Sales Agent and more

Router Bot General Settings — Bot Name, Bot Type, Active toggle

AI Identity and Disclosure settings with avatar, display name and custom disclosure message

Add Routing Option dialog — Button Label empty, Route To Another Bot selected

Add Routing Option dialog — Sales Department label, Route To Agent Queue selected

Route to Another Bot — hand off to a specialized automation bot

Route to Agent Queue — transfer to a human support agent

Add Activation Rule modal showing Live Chat and Browser Push channel selection, Schedule-Based Activation toggle, Only When No Agents Online option, and Priority field

Automation overview showing Pass the Ball Bot (Router) and Support Bot both active

  1. Open Bot settings
  2. Choose a Router Bot template
  3. Configure the AI identity
  4. Set up routing options
  5. Define activation rules
  6. Activate the router bot
  7. Test the routing flow

FAQ

What is a Router Bot?

A Router Bot is a bot that presents customers with a menu of button options and routes them to the right destination — either another automation bot (e.g., Sales Bot, Support Bot) or a human agent queue. It acts as the front door of your support system, making sure every conversation lands in the right place immediately.

Can I route to both bots and human agents?

Yes. Each routing button can be configured to send the customer to Another Bot (any automation bot you've created) or to an Agent Queue (a human support team). You can mix both options in a single Router Bot — for example, "Sales" routes to a Sales Bot while "Billing" routes straight to a human agent.

What happens when no agents are online?

You can enable the "Only show when agents are online" option per routing button. When agents are offline, that button is hidden or replaced with an offline alternative — so customers are never offered a dead end. Bot-to-bot routes always remain available regardless of agent availability.

How many routing options can I add?

You can add multiple routing buttons. Each button label is limited to 20 characters — the WhatsApp button limit. Use clear, short labels like "Sales", "Support", "Billing" to make it easy for customers to choose the right option quickly.

Which channels does the Router Bot work on?

The Router Bot works on all connected channels including WhatsApp, Live Chat, Browser Push, and more. You define exactly which channels activate the bot using Activation Rules — you can also scope it to specific widgets if needed.

Can I use multiple bots together?

Yes. A common setup is a Router Bot as the entry point that hands off to specialized bots — a Support Bot for questions (powered by your Knowledge Base), a Sales Bot for pricing, or direct agent queues for complex cases. You manage all bots together from the Automation overview.

Can I set priority for the Router Bot?

Yes. Activation rules support a priority value from 0 to 100. Higher priority rules are evaluated first. This lets you control which bot fires when multiple rules could apply to the same conversation — useful when you have both a Router Bot and other specialized bots active.