Enable and configure Smart Routing

This guide walks you through turning Smart Routing on, choosing a routing mode, and controlling whether end-users can switch child agents themselves.

Before you start

You have a Multi-Agent with at least one child agent attached.
Smart Routing works best with more than one child agent attached, since its job is choosing between them.

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Note: New Multi-Agents have Smart Routing on by default.

Choose a routing mode. Two radio buttons appear below the toggle:
- Auto at start - Smart Routing picks the best-fit child agent once, at the start of the conversation.

Auto every message - Smart Routing re-evaluates every message and can switch agents mid-conversation.

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Leaving Smart Routing off is the same as Manual mode. End-users pick a child agent from the dropdown themselves, as before.

Toggle Let users switch agents on or off. This works the same way whether your mode is Auto at start or Auto every message.
- On (default): end-users see a dropdown with Auto plus every child agent, and can switch to a specific agent at any time.
- Off: end-users don't see a dropdown at all.

End-users' dropdown defaults to Auto unless they've previously chosen a specific agent on that device, in which case their last choice is remembered.
Smart Routing uses the conversation itself to decide, and can also use your Multi-Agent's routing instructions if you've set them - refer to Set routing instructions for your Multi-Agent.
If your child agents have different file-upload capabilities or limits, what's available to an end-user depends on whether they're on Auto or have picked a specific agent - refer to How Smart Routing works for details.