Workflow templates / Routing
Route messages to the right team by topic and urgency
AI sorts each message by topic and urgency and your router picks the owner.
Works with: Any channel
How it works
- A message arrives on any channel
- The AI reads its topic and urgency
- Your assignment router assigns it and the team gets a note
Steps in the workflow: Trigger, AI, Assign, Hand to the team, Internal note, End.
Who it is for
Teams with several channels and several desks.
Good to know
- Where do topics come from?
- Edit the topic list on the AI step and match it in your router's rules.
- What if routing fails?
- The chat goes to the human queue.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.