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Auto-reply routing decides which AI agent should answer incoming conversations. Chat settings auto-reply

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Choose A Default Agent

Set a default agent for conversations that do not match a specific rule. Create the agent first from Create An AI Agent.

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Add Routing Rules

Routing rules can match conditions such as:
  • Phone number.
  • Channel.
  • Tag.
Use rules when different channels or customer groups need different tone, instructions, or tools.

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Use Human Takeover

If a conversation needs staff attention, disable AI auto-reply for that conversation and reply manually. Review important AI replies before enabling auto-reply broadly.