Why should I use Router?

Use Router when you want the AI agent to choose the correct path based on the customer’s first message.

Router is an orchestration node. It reads the customer’s initial question, detects what the customer is trying to do, and sends them to the right next step in your workflow.

Once the customer is routed, they stay in that selected node or flow. Their next messages do not go back through the Router.

What Router does

Router helps your agent decide where a conversation should go at the beginning.

For example, a customer may start with:

“I want to return a product”
“Can I get a refund?”
“I need help with something else”

Router reads that first message, matches it to the best intent, and sends the customer to the connected node or flow.

When to use Router

Use Router when the customer’s first message should decide the main direction of the conversation.

Router is useful for workflows like:

sending return requests to a return flow
sending refund requests to a refund flow
sending product questions to a data or document search node
sending unclear messages to a general AI chat flow

Router is best when each conversation should start in one path and continue there.

Router vs. Dispatcher

Router and Dispatcher both route customers based on intent, but they work differently.

Router checks only the first user message.
After that, the customer stays in the selected node or flow.

Dispatcher monitors every user message.
It can keep re-checking intent throughout the conversation and route the customer again when needed.

Use Router when you only need to decide the starting path.
Use Dispatcher when the agent needs to continuously monitor the conversation and switch paths when the customer’s intent changes.

How intents work

Each Router intent becomes a connection handle on the Router node.

An intent has two main parts:

Name — a label for your team, such as “Return Product” or “Get Refund”
Intent trigger — the description the AI uses to understand when this route should be used

The AI reads the intent trigger, not just the name, to decide which route to take.

Write clear and specific intent triggers. For example:

✅ Good: “User wants to return the purchased item.”
❌ Too vague: “Return”

How to set up Router

Add a Router node to your workflow.
Open the Router node settings.
Add your intents.
Give each intent a clear name.
Write a specific intent trigger for each route.
Save the Router.
Drag each intent handle from the Router node to the correct next node or flow.

For example:

Return Product → connect to a product return flow
Get Refund → connect to a refund policy or support flow
Other → connect to a general AI chat node

Fallback intent

The last intent is always the fallback.

The fallback catches messages that do not clearly match any other intent.

For example, if your Router has intents for “Return Product” and “Get Refund,” the fallback can handle anything else, such as general questions or unclear requests.

New intents are always added above the fallback.

Best practices

Keep intent names short and easy to recognize.

Make intent triggers specific enough for the AI to understand what the customer wants.

Connect every intent handle to the correct next step after saving.

Use the fallback route so customers are never left without a path.

Do not use Router if the conversation needs to be re-routed after every customer message. Use Dispatcher for that.