How to route AI Employee conversations by topic

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Configure topic-based routing rules in the AI settings or use workflow automation to assign conversations to specific team members based on keywords or AI-identified intent.

    Who this article is for

    This article is for administrators and support managers configuring team workflows.

    Overview

    Not all conversations should go to the same person. A billing question needs the finance team, while a technical issue needs support. Routing AI conversations by topic ensures customers reach the right human expert immediately after handoff.

    Before you begin

    • Define your main conversation topics (e.g., Sales, Support, Billing)
    • Identify the team members responsible for each topic
    • Set up routing rules in the AI or Workflow settings

    Step 1: Step 1: Define Your Topics

    Determine the primary reasons customers contact you. Common categories include Sales Inquiries, Technical Support, Billing/Refunds, and General Questions.

    Step 2: Step 2: Access Routing Settings

    Depending on your specific setup, navigate to Settings > AI Employee > Routing, or open the Workflow Automation builder to create a routing workflow.

    Step 3: Step 3: Create Keyword or Intent Rules

    Instruct the AI to tag conversations based on intent. For example, if the AI detects words like 'invoice,' 'cancel,' or 'refund,' it should tag the conversation as 'Billing'.

    Step 4: Step 4: Assign to Team Members

    Set the action for each topic. When a conversation is tagged 'Billing' and requires human handoff, configure the system to assign the conversation to the Finance user group.

    Step 5: Step 5: Test the Routing

    Use a test contact to send messages simulating different topics. Verify that the AI correctly identifies the topic and routes the notification to the correct team member.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Always include a 'General' or 'Uncategorized' routing rule as a catch-all to ensure no conversation falls through the cracks if the AI cannot determine the topic.

    Important clarification

    Creating too many hyper-specific topics can overcomplicate your routing. Stick to 3-5 broad categories for better accuracy.

    Resolution guidance

    Conversations are being routed to the wrong team.

    Review your keyword rules. Broad words like 'help' might trigger technical support when the customer actually needs sales help. Rely on specific intent tags.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.