Agent Routing & Human Handoff
Run several specialised AI agents — sales, support, onboarding — route each message to the right one with Agent Routing rules, and hand conversations to your team.
As you grow, one all-purpose agent gets harder to manage. Wably lets you run several specialised agents and route each conversation to the right one.
Example setup#
| Agent | Handles |
|---|---|
| Sales | Prices, packages, offers, "how do I buy" |
| Support | Order status, delivery problems, refunds |
| Onboarding | First-time setup questions from new customers |
Routing rules#
- Create each agent under AI → Agents.
- In AI → AI Configuration, add them all to Active Agents.
- Under Agent Routing, click Add Rule for each agent. Describe the message type / when to use this agent in plain words, then Assign Agent:
- pricing / buy / product → Sales
- bug / account / order problem → Support
- greetings, hello/hi, general questions → Onboarding
- Click Save Settings.
Active agents can transfer a chat between themselves when the topic changes.
Actions#
In an agent's System Prompt, type ## to insert actions it can take — for example, assign a label, look up an order, hand over to a human, or transfer to another agent.
Handing over to a human#
Set Assignment → Assign to Team or Department in AI Configuration, and tell each agent (in its prompt) when to hand over: - the customer asks for a person; - the customer is upset or making a complaint; - the agent can't find an answer; - a sale is ready to close.
When handed over, the chat appears in the Shared Inbox for your team.
Make sure someone is actually watching the inbox. Outside working hours, switch on Do Not Assign Agent in Business Off Hour and have the agent say when a person will reply — see Business hours.