Decision routing sends a request to a specific workflow path or destination based on rules, data, classifications, or decisions made during the process.

It is used when a workflow has several possible next steps.

What Is Decision Routing?

Decision routing answers a practical question:

Where should this request go next?

The decision may depend on:

User intent
Customer type
Form responses
Tool results
Location
Language
Account status
Workflow state

The selected result determines the next path.

Example of Decision Routing

A customer says:

"I want to change my appointment."

The workflow may evaluate:

Is there an existing appointment?
Is the customer authenticated?
Is the request within the allowed change window?

The route could then be:

Rescheduling workflow
Verification step
Human Handoff

Decision Routing vs. Conditional Logic

Conditional Logic defines the rules used to evaluate conditions.

Decision routing uses the result of those rules to choose a destination.

For example:

Condition: account_type = enterprise

Routing decision: enterprise support workflow

The concepts are closely related but not identical.

Decision Routing vs. Intelligent Routing

Intelligent Routing may use AI, context, multiple signals, and dynamic evaluation.

Decision routing can be simpler and more deterministic.

It often focuses on selecting between known workflow branches.

Decision Routing vs. Agent Routing

Agent Routing specifically routes tasks between agents, tools, workflows, or humans in an AI system.

Decision routing is broader.

It can choose any workflow path, even when no AI agent is involved.

Inputs Used for Decision Routing

Common routing inputs include:

User Intent

What is the user trying to accomplish?

Structured Data

What does the account or record indicate?

Workflow State

What has already happened?

Tool Result

Did an API or tool return the expected outcome?

Business Rules

Are there operational restrictions?

Customer Response

Which option did the user choose?

Decision Routing in Customer Support

A support workflow may route based on:

Billing
Technical issue
Account access
Product question
Urgency
Escalation need

This reduces manual triage.

Decision Routing in Sales

Sales workflows can route based on:

Company size
Region
Lead qualification
Product interest
Account ownership

The selected route may determine which representative or workflow continues.

Decision Routing in AI Workflows

An AI system can combine model interpretation with explicit routing.

For example:

AI determines intent.
Workflow evaluates business rules.
Decision routing selects the next node.

This separates language understanding from operational control.

Benefits of Decision Routing

Potential benefits include:

Clear workflow structure
Faster processing
Lower manual triage
Easier testing
Better specialization
More consistent outcomes

Risks

Poor routing can create:

Wrong workflow paths
Repetition
Escalation loops
Lost context
Unnecessary handoffs

Routing rules should be observable and testable.

Decision Routing in AskHandle

AskHandle workflows can direct conversations between nodes and workflows based on the current request and workflow state.

Router and Dispatcher concepts support different stages of routing, while downstream nodes handle the specialized job.