Conditional Message Routing

Conditional Message Routing allows you to automatically direct conversations based on user behavior, responses, or predefined conditions. Instead of sending every user through the same journey, the system intelligently routes them to the most relevant flow, team, or response.

How It Works

The chatbot evaluates specific conditions during a conversation, such as:

• User-selected options

• Customer type (new or existing)

• Purchase history

• Location or language

• Contact attributes and tags

• Previous interactions

Based on these conditions, users are automatically directed to the appropriate conversation path.

Common Use Cases

• Route sales inquiries to the sales team

• Send support requests to customer service

• Direct VIP customers to priority support

• Display different flows for different languages

• Trigger specialized workflows based on user intent

Best Practices

• Keep routing rules simple and organized

• Use clear customer segments

• Regularly review routing performance

• Test all routing paths before publishing