Not always. You only need a Router when your AI agent has multiple possible paths and needs to decide which one should handle a user's message.

If your flow has only one path after Start, you can usually connect that path directly without adding a Router.

When you do not need a Router

You can skip the Router when every conversation should follow the same path.

For example, if Start connects directly to one AI Answer, Question, Message, or other node, there is no routing decision to make.

In a simple flow:

The user sends a message.
The message enters through Start.
The connected node handles the conversation.

Adding a Router in this case usually adds unnecessary complexity.

When to use a Router

Use a Router when your AI agent needs to choose between multiple paths.

For example, you may want different routes for:

Product questions
Booking requests
Support issues
Lead qualification
Human support

Each route is represented by an intent in the Router.

The Router uses your description of each intent to decide which path should handle the user's message.

Choose how the Router handles messages

In Router Settings, you can choose when the Router should make a routing decision.

There are two options:

Every message

Every message is the default behavior for new Routers.

The Router re-reads each new user message and can choose a different path at any time.

Use this when the user's intent may change during the conversation.

For example, a user may first ask about a product and later ask to speak with support. With Every message, the Router can recognize the new intent and switch to the appropriate path.

First message only

With First message only, the Router chooses a path from the user's first message and the conversation stays on that path.

Use this when the first message should determine the workflow and you do not want later messages to move the conversation to another route.

This is useful for flows where each path represents a fixed process that should continue once selected.

Add intents

Each possible path in the Router is configured as an intent.

Click + Add Intent to create another route.

For each intent, configure:

Intent name

Enter a short internal name that helps you identify the path.

For example:

product_info
booking
support

The intent name is for your own reference. The AI does not use the name itself to decide which route to choose.

When should AI choose this route?

Describe the messages or situations that should be sent to this route.

For example:

Choose this route when the user asks about product information, pricing, features, comparisons, upgrades, or warranties.

This description is what the AI uses to understand the intent and decide whether the route matches the user's message.

Be specific enough that the Router can clearly distinguish this route from your other intents.

Connect each intent to the next step

Each intent becomes a connection handle on the Router node.

After you save the Router settings, connect each intent handle to the node that should handle that type of request.

For example:

Product questions → AI Answer
Booking requests → booking flow
Support requests → Human Handoff

The Router decides which intent matches, then sends the conversation through the connected path.

Fallback intent

Every Router includes a Fallback intent.

Fallback catches messages that do not clearly match any of the other intents you created.

You must describe when the AI should use the fallback.

A typical fallback instruction could be:

Choose this for general conversation, unclear requests, or anything that does not match an intent above.

The last intent is always the fallback. New intents are added above it.

Fallback is important because it gives the Router a defined path for messages that do not fit your main categories instead of leaving them without a route.

Choosing between Every message and First message only

Use Every message when:

Users may change topics during a conversation
Different messages may need different capabilities
You want the AI agent to continuously evaluate intent
A conversation may need to move from AI support to another path later

Use First message only when:

The initial request should determine the entire workflow
Each route represents a fixed process
You do not want the conversation to switch paths after routing

Simple rule

If there is only one path after Start, you usually do not need a Router.

If your AI agent has multiple paths, use a Router and define the intents that determine when each path should be chosen.

Then decide whether the Router should evaluate Every message or only the First message, and make sure the Fallback intent has a clear instruction for unmatched requests.