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Once more than one agent is activated for a bot, Agent Routing decides which one actually answers a given message — instead of leaving it ambiguous, or always falling to the same agent.
This replaces what earlier ChatSyncs docs called Intent Detection — same idea (route a message to the right handler based on what it’s about), current UI and terminology.
AI Configuration tab with Active Agents selected and an Agent Routing table listing message-type rules and their assigned agent

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Add a routing rule

Agent Routing rule row with a Message Type / When to Use This Agent field containing size, color, style, recommend, price, show me, budget, and an Assign Agent dropdown listing Order Status Agent, Sales Advisor Agent, and WhatsApp Marketing Agent
1

Open AI Configuration

Go to Chatbot Manager → AI → AI Configuration.
2

Click Add Rule

Under Agent Routing, click Add Rule to add a new row.
3

Describe the message type

In Message Type / When to Use This Agent, list the words or phrases that signal this kind of message — e.g. size / color / style / recommend / price / show me / budget for a sales-shaped question, or order / tracking / delivery / shipped / arrived / exchange for an order-status question.
4

Assign the agent

In Assign Agent, pick which active agent should handle messages matching that description — e.g. the size / color / style... rule points to the Sales Advisor Agent, and the order / tracking / delivery... rule points to the Order Status Agent.
5

Add more rules as needed

Click Add Rule again for each additional message type. Rules also decide where chats can transfer — an agent can hand a conversation to another agent whose rule better matches what the customer is now asking.
Example: “What’s the price on the blue dress in size M?” matches the size / color / style / recommend / price rule → routed to the Sales Advisor Agent. Later in the same conversation, “Where’s my order, it hasn’t shipped yet” matches the order / tracking / delivery / shipped rule → the conversation transfers to the Order Status Agent instead.
Write rules the way customers actually phrase things, not internal category names. A rule like price / cost / how much catches more real messages than a rule like pricing_inquiry.

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Frequently asked

It goes to whichever agent is set to handle general queries for the bot — keep at least one active agent capable of answering broadly if you want every message covered.
Yes — routing rules also govern where chats can transfer. If a later message matches a different rule, the conversation can hand off to that rule’s agent. See also the transfer_agent action in AI Agent Actions for an agent-initiated handoff.
No — with a single active agent, every message just goes to it. Routing only matters once you have more than one agent to choose between.
It’s the current version of the same idea — routing a message to the right handler based on what it’s about. The screens and exact fields have changed to this Agent Routing table.