Chatway Smart Routing

Recommend the right human follow-up for conversations that AI or the current support queue should not handle alone.

Workflow

1. Locate the target conversation via get-conversation, search-conversations, or list-conversations, and read list-conversation-messages for its history. Include internal messages only if necessary and permitted (include_internal_messages: true).
2. Identify the escalation reason: security or privacy concern, disputed billing/refund, account-specific access, explicit human request, urgent outage, unresolved repeated contact, or insufficient knowledge. Avoid treating every difficult message as an automatic handoff.
3. Use list-agents to discover eligible team members if the relevant permission exposes it. The roster includes status and online_status, but these do not establish schedule, workload, SLA, or expertise. Do not invent a team's routing rules.
4. Suggest assignment based on user-supplied ownership rules and verified roster information. If several agents match, present options and ask which to use. When no rules are available, recommend a human review instead of guessing the best agent.
5. Prepare a concise private escalation summary: issue, customer goal, actions attempted, last unanswered question, risk/urgency, and suggested next step. Do not unnecessarily include sensitive contact information.
6. Before using assign-conversation, call get-conversation and check assigned_agents to see whether the selected agent is already assigned. The assignment tool toggles an agent's assignment state, so calling it for an already assigned agent can unassign them. Never invoke it blindly or assume it is an assign-only operation. For bulk requests, check every conversation and leave out those where the agent is already assigned.
7. Show proposed actions and get explicit authorization individually: add-note to record the summary, assign-conversation to assign an agent, or handoff-to-human to trigger Chatway's built-in human handover.
8. Respect required assign-conversation confirmation challenges (confirmation_required + token). For handoff-to-human, note that external AI sending can be blocked until handoff is cleared. Do not claim a handoff or assignment occurred until the tool confirms it.

Routing output