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Routing
4 min
Created by Maria Malheiro on 11/9/2026 7:53 PM
Updated by Maria Malheiro on 11/10/2026 9:57 AM

Routing allows you to define which AI agent will be responsible for handling each new conversation, according to rules and criteria configured on the platform. With this feature, you can route conversations to different agents based on specific channels and service conditions. Rules are evaluated in the order in which they appear in the list. This means that the first rule whose conditions match the conversation will be used to determine which agent is responsible for handling it.

  • To access this feature, go to Zenvia Customer Cloud > AI Agents.

  • Click Routing.

1. Create a rule

To add a rule, click the Create rule + button. This option allows you to start setting up a new routing condition. The rules you create are added to the list, and their position determines their priority.

  • Name: Enter a name for the routing rule to make it easier to find and organize.

  • Applies to: Select the criteria to which the rule applies, such as the channel and the conversation identifier.

  • Routes to: Specify which AI agent will receive conversations that match the rule, including the tag for the version being used.

  • Agent: Select the desired agent, for example: Test Agent, Support Agent, Service Agent, etc.

  • Agent version: You can choose By tag or By fixed version.

    • By tag: Publishing a new version switches the version used for handling conversations without requiring you to edit the rule.

    • By fixed version: The rule remains tied to that specific version.

Finally, click Confirm.

2. Understand rule priority

The order of the rules determines the priority in which routing conditions are evaluated. The platform checks the rules from top to bottom and uses the first rule whose conditions match the new conversation. Example:

Imagine you have two rules configured:

  1. Auto Class.

  2. Instant Support Movidesk.

If a new conversation matches the conditions of the first rule, it will be routed to the agent configured in Auto Class. The second rule will only be considered if the first rule does not match the conversation.

⚠️ Attention:   The order of the rules can directly affect which agent receives a new conversation. Therefore, organize the list according to the desired priority for each type of service.

3. Available actions

In the Actions column, you will find options for managing your configured rules:

  • Edit (pencil icon): Allows you to access the rule settings and make changes.

  • Move up (up arrow icon): Increases the rule's priority by moving it above another rule.

  • Move down (down arrow icon): Decreases the rule's priority by moving it below another rule.

  • Delete (trash can icon): Allows you to remove the routing rule.

Use the arrows to reorder the list according to your desired service priority.

4. Rule status

The rule's Status indicates its current state. In the example shown, the rules have the status Handling.

5. Discard changes

The Discard changes button allows you to discard modifications made to the routing configuration. In the screen shown, this button is disabled, indicating that there are no pending changes to discard at that moment.