Agent Routing in ChatSyncs
How to write Agent Routing rules in ChatSyncs so a customer's message type — pricing questions, order tracking — automatically routes to the right AI agent.
On this page
Once more than one agent is activated for a bot, Agent Routing decides which one actually answers a given message — instead of leaving it ambiguous, or always falling to the same agent.
Add a routing rule#
Open AI Configuration
Go to Chatbot Manager → AI → AI Configuration.
Click Add Rule
Under Agent Routing, click Add Rule to add a new row.
Describe the message type
In Message Type / When to Use This Agent, list the words or phrases that signal this kind of message — e.g.
size / color / style / recommend / price / show me / budgetfor a sales-shaped question, ororder / tracking / delivery / shipped / arrived / exchangefor an order-status question.Assign the agent
In Assign Agent, pick which active agent should handle messages matching that description — e.g. the
size / color / style...rule points to the Sales Advisor Agent, and theorder / tracking / delivery...rule points to the Order Status Agent.Add more rules as needed
Click Add Rule again for each additional message type. Rules also decide where chats can transfer — an agent can hand a conversation to another agent whose rule better matches what the customer is now asking.
Example: "What's the price on the blue dress in size M?" matches the
size / color / style / recommend / price rule → routed to the Sales Advisor Agent. Later
in the same conversation, "Where's my order, it hasn't shipped yet" matches the
order / tracking / delivery / shipped rule → the conversation transfers to the
Order Status Agent instead.
Frequently asked#
What happens if a message doesn't match any routing rule?
It goes to whichever agent is set to handle general queries for the bot — keep at least one active agent capable of answering broadly if you want every message covered.
Can a conversation move from one agent to another mid-chat?
Yes — routing rules also govern where chats can transfer. If a later message matches a
different rule, the conversation can hand off to that rule's agent. See also the
transfer_agent action in AI Agent Actions for an agent-initiated
handoff.
Do I need Agent Routing if I only have one agent?
No — with a single active agent, every message just goes to it. Routing only matters once you have more than one agent to choose between.
Is this the same as the old Intent Detection feature?
It's the current version of the same idea — routing a message to the right handler based on what it's about. The screens and exact fields have changed to this Agent Routing table.
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