The Intelligent Dispatcher is the master AI agent that acts as a "router" for all new, unassigned conversations. Its job is to analyze an incoming customer query and determine the best destination for it, whether that's a specialized AI agent or a human.
This ensures that every query is handled by the most appropriate resource, improving efficiency and accuracy.
How the Dispatcher Works
A new conversation begins: A customer sends a message to your WhatsApp number.
The Dispatcher analyzes the query: It reads the user's initial message to understand their intent.
The Dispatcher evaluates available agents: It then looks at the
Summaryof every enabled AI agent in your workspace.It makes a routing decision:
- If the user's query closely matches the
Summaryof one of your AI agents, it assigns the conversation to that agent. - If the query is complex, ambiguous, or doesn't match any agent's summary, it leaves the conversation "Unassigned" in the main inbox for a human agent to handle.
- If the user's message indicates frustration or explicitly asks to speak to a person, it will also route to a human.
- If the user's query closely matches the
The Importance of the Agent Summary
The Summary you write when you create an AI agent is the single most important piece of information for the Dispatcher. It should be a clear, concise, and accurate one-sentence description of the agent's specific role.
Example:
- Agent A Summary: "Specializes in answering questions about shipping policies, delivery times, and order tracking."
- Agent B Summary: "An expert on product specifications, features, and pricing for our software lineup."
If a user asks, "How long does shipping take?", the Dispatcher will see that this clearly matches Agent A's summary and will route the chat there.
If a user asks, "Does your pro plan include API access?", the Dispatcher will route it to Agent B.
A poorly written or generic summary will confuse the Dispatcher, leading to incorrect routing or causing it to send all chats to humans.