How the AI bot routes every message
The always-on router that answers basics or hands chats to the right AI agent.
Every incoming message reaches the AI bot first. It detects what the customer wants (the intent), answers basic questions itself from your Global Knowledge Base, or hands the chat to the right AI agent with the full history, so customers never repeat themselves. It is your account default, always on, and cannot be deleted.
An intent is the goal behind a message: "where is my order" and "my parcel never came" share the same intent. Each AI agent has trigger intents, and the router uses them to decide who handles a chat.
See its setup
- 1Open Bot. The AI bot card is pinned above your bots list and marked Always on.
- 2Select View configuration.
- 3The view-only panel lists What it can access, the AI agent it can route to, and Handoff to a human, which is always on: low-confidence chats are handed to your team.
Nothing in this panel is edited directly. The router reads the latest from each source automatically: knowledge from your Organisation, Conversation settings and knowledge base, and routing from each AI agent's own setup.
What can happen to a message
| Outcome | Meaning |
|---|---|
| Answered from Global Knowledge | A basic question, such as opening hours, answered by the router itself. |
| Handed to a specialist bot | The intent matched an AI agent, which takes over the chat. |
| Answered generally | No specific agent fits, so it gives a general answer. |
| Asked a clarifying question | Two intents were too close to call, so it asks once instead of guessing. |
| Fallback, AI paused | It could not help, or AI credits ran out, so the fallback message was sent. |
Routing settings
Where your workspace shows the Global Intent Bot editor, the settings are:
- Intent-detection model: runs on every message, so a fast, low-cost model is recommended. You are warned if you pick a premium one.
- Intent routing: a table of Intent and Routes to, filled automatically from each AI agent's trigger intents (tagged Auto). Edit a row and it becomes Custom. Use Add route, or Re-sync from AI bots to pull in new intents.
- Confidence to act: Eager, Balanced (recommended) or Careful. Below this bar the bot asks one clarifying question.
- Clarifying question: use
{optionA}and{optionB}; they are filled with the two closest intents. - Fallback message and Hand off to a human on fallback.
Common questions
A route points at a bot that is off. What happens?
Chats for that intent are answered generally until the bot is switched on again.
Does routing use AI credits?
It can. Intent detection runs on the model you pick, and the test panel shows the credits each reply used. Fallbacks are not charged. See How AI credits are charged.
Can I delete the AI bot?
No. It is the account default and always on.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.