Overview
Route conversations from Zappilo AI to the right human agent while preserving organization and conversation-level priorities.
Before You Start
- An enabled Zappilo AI configuration.
- Active agents with access to the selected organization.
- Defined responsibilities for sales, support, or other customer topics.
Steps
1. Review available agents
Confirm that each agent is active, belongs to the correct organization, and has permission to open conversations.
2. Define agent mappings
In Zappilo AI, map the relevant topic, role, or customer need to the agent who should receive the handover.
3. Keep channel routing separate
Use Teams and Routing Rules for operational assignment. Agent Mapping controls AI escalation behavior, not the initial channel queue.
4. Test the escalation
Send a request that requires a human and confirm the conversation changes ownership without losing its message history.
5. Review language priority
Remember that a conversation-level agent language setting takes priority over tenant and global language settings.
Recommended Practices
- Map only active agents who regularly monitor the shared inbox.
- Keep routing rules and AI mappings aligned with team responsibilities.
- Review mappings whenever agents join, leave, or change roles.
What Happens Next
The AI can hand qualified or sensitive conversations to the appropriate human owner while the unified inbox retains full context.
Frequently Asked Questions
Which setting controls initial message routing?
Teams and Routing Rules control operational routing. AI Agent Mapping controls who receives an AI handover.
Why does an agent language override tenant settings?
Conversation-level agent configuration has higher priority, followed by tenant configuration and then global defaults.