How to Route Contacts to Preferred AI Objective Step

Businesses can boost engagement by integrating the AI Objective Step into their workflows. After selecting an objective, the step can provide basic product information, answer queries, and offer support to customers. This reduces the workload on human agents, allowing them to focus on more complex tasks or issues.

Learn more about the AI Objective Step here.

Benefits

• 24/7 Availability: AI Objectives operate round the clock, so you can support customers outside business hours and serve a global audience.

• Improved Satisfaction & Conversions: By answering questions and guiding leads, AI Objectives help convert more prospects and keep customers happy.

• Consistent, Scalable Support: AI Objectives deliver uniform, accurate information with minimal human error, and can handle many conversations at once.

• Reduced Workload: Automating routine queries frees human agents to focus on complex issues.

Workflow Setup

To use the Assignment: AI Objective workflow template, select Workflows > click + Add Workflow > select Assignment: Sales and Support AI Objective > click Use Template.

Workflow Steps & Branches

1. Trigger: The Workflow starts when a Contact sends a message or opens a conversation.

2. Ask for Team: Use an Ask Step with Multiple Choice to ask Contacts, “Do you want Sales or Support?” The Contact’s selection is saved in a variable called AI_objective_chosen, where the AI Objective Step will handle the conversation.

   

3. Sales or Support Branch: Based on the AI_objective_chosen variable, the Workflow routes to one of two branches:

• Talk to Sales Agent:

  • Category: Variable

  • Field: AI_objective_chosen

  • Operator: “is equal to”

  • Select: “Sales Objective”

• Talk to Support Agent:

  • Category: Variable

  • Field: AI_objective_chosen

  • Operator: “is equal to”

  • Select: “Support Objective”

    

4. AI Objective: Sales Agent / AI Objective: Support Agent

These steps hand off to the chosen AI Objective. For each:

• Objective: Set to Answer Questions (so the AI Objective will answer based on your Knowledge Sources).

• Knowledge Sources: Pick a source relevant to that Objective (Sales or Support), or click Add Knowledge Source to upload a new document.

• Advanced Settings: Enable Add Contact Idle Branch (default 15-minute timeout). This creates a Failure: Idle branch that closes the conversation if the Contact goes silent for 15 minutes.

  

5. Conversation Branches

After the AI Objective step runs, there are three possible outcomes:

• Close Conversation (Sales/Support): The AI Objective has answered everything, and the Workflow ends the chat.

• Failure: Assign to Human (Sales/Support): If the AI Objective can’t handle a question (e.g., no match in your Knowledge Sources) or a technical error occurs, the Workflow sends a “We’re routing you to a human” message and passes to a human agent.

• Failure: Idle (Sales/Support): If the Contact is idle for over 15 minutes, the Workflow closes the chat with a “We’ll be here when you’re ready” message.