Routing and Handover

Where a conversation goes when this agent hands it on. Route rules read top to bottom — a When condition, a Send to target, an Announce switch — and the network diagram draws the whole map.

At a glance

  • When and Send-to rules, reordered by grip or arrows
  • A Send to select grouped Agents and People
  • A network diagram — agents square, queues as pills
  • A fallback action with its own message
Routing and Handover

The route list

Each rule is a row: a grip, a When condition that wears an unfinished hint while blank, a Send to select grouped Agents and People, an Announce switch, reorder arrows and Delete. Add route grows the list; Manage queues sits in the header; and this list is where handover is switched on — not on the tools pane.

The network diagram and the fallback

The diagram draws the agent network — agents square, queues as pills, every edge captioned announced or silent. Below it, a Fallback action select and its message say what happens when no route fits.

  1. Add a routeAdd route makes a row; write the When condition — a hint marks it unfinished while blank — and pick Send to.
  2. Choose to announceThe Announce switch decides whether the handover is announced; diagram edges carry the same word — announced or silent.
  3. Set the fallbackPick the fallback action and write its message for when no rule fits.