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Assistant Routing

Assistant Routing enables automatic handling of incoming messages by mapping conversations to CX Assistants based on metadata (tags). When a message arrives that matches a configured route, the assigned Assistant evaluates it and can respond automatically.

Overview​

Deepdesk's routing system connects ingested messages to Assistants through configurable rules. This enables:

  • Chatbots: Automatically respond to customer messages without agent involvement
  • Message categorization: Set categories on incoming conversations to trigger CX platform routing
  • Intelligent triage: Route messages to appropriate departments or workflows based on metadata

How It Works​

  1. Message Ingestion: Messages arrive via webhook from the CX platform
  2. Routing: The message's metadata (tags) is matched against configured Assistant Routes
  3. Evaluation: If a route matches, the assigned Assistant processes the message
  4. Response: The Assistant's response is sent back to the CX platform

Key Concepts​

Assistant Routes​

An Assistant Route is a mapping between message metadata and an Assistant. Routes use JsonLogic expressions to match incoming messages based on their tags.

Tags​

Tags are key-value metadata attached to conversations and messages. They originate from the CX platform (e.g., queue name, channel type, customer segment) and are used for routing decisions.

Active Assistants​

Once a route matches, the Assistant becomes active for that conversation. The Assistant remains active until:

  • The conversation metadata changes and no longer matches the route
  • A different route matches (e.g., conversation transferred to another queue)

Use Cases​

Chatbot for Website Widget​

Route all messages from a web chat widget to a chatbot Assistant:

{
  "==": [{ "var": "channel" }, "webchat"]
}

Category Classification​

Automatically categorize incoming messages to trigger CX platform routing:

{
  "==": [{ "var": "queue" }, "general-inquiry"]
}

The Assistant can analyze the message content and set the appropriate category, which then routes the conversation to the correct team in the CX platform.

Multi-Language Support​

Route messages to language-specific Assistants:

{
  "==": [{ "var": "language" }, "nl"]
}

Prerequisites​

Before configuring routing:

  1. Webhook integration: Ensure your CX platform sends messages to Deepdesk via webhook
  2. Tags configuration: Configure your platform integration to include relevant metadata as tags
  3. Assistant setup: Create and configure the Assistants you want to route messages to

Next Steps​

  • User Guide: Configure Assistant Routes in the Admin interface
  • Developer Guide: Data model, API reference, and technical details