Escalation routing lets your AI chatbot direct conversations to specific Google Chat spaces based on the conversation topic. Sales questions go to the Sales space, technical issues go to the Support space, and billing questions go to the Billing space.
Cómo funciona
- Visitor chats with your AI chatbot on your website
- When human help is needed, the AI triggers an Escalate Chat to Human action
- The action's configuration determines which Google Chat space receives the chat
- An interactive card appears in the target space
- An agent in that space joins and responds
Requisitos previos
- Social Intents connected to Google Chat
- An AI chatbot enabled on your widget
- Multiple Google Chat spaces with the Social Intents bot installed in each
Setup
Create Target Spaces
In Google Chat, create spaces for each department and add the Social Intents bot to each one.
Create Escalation Actions
Go to My Widgets > your widget > AI Actions. Click Add Action and select Escalate Chat to Human.
Configure Each Route
For each action, set:
- Action Name - e.g.,
Route_Sales - When to use - Describe when this route should fire
- Triggered response - Message the visitor sees during handoff
- Target Channel - Select the Google Chat space from the dropdown
- Routing Instructions - Extra context for the AI to choose the right route
Save and Test
Save each action. Test by chatting with the widget and triggering different topics to verify chats go to the correct spaces.
Tips
- Use distinct trigger descriptions so the AI does not confuse similar routes
- Add a catch-all escalation action for conversations that do not match a specific department
- Enable Require Confirmation if you want visitors to approve the handoff before it happens
Preguntas frecuentes
Can I route to spaces in different Google Workspace organizations?
No. Routing is limited to spaces within the same Google Workspace organization where Social Intents is installed.
What if the target space does not have the bot installed?
The routing will not work. Make sure the Social Intents bot is added to every space you use as a routing target.