Routing rules let you direct each visitor to the right human or AI based on context.
Routing basics
Routing rules run top-to-bottom — the first matching rule wins. Each rule has a trigger (URL contains, UTM source, visitor company size, etc.) and an action (assign to team, assign to agent, ignore).
Common patterns
Most teams start with three rules:
- Pricing-page traffic → Sales team
- Support-page traffic → Support team
- Everyone else → AI-only auto-handle
Add rules over time as you spot patterns in your inbox.