🛠️ How-to guide

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WHAT IT DOES

Connect several specialized agents and let them route conversations to one another, so each agent stays focused on what it does best. When a conversation needs a human, your agent can hand off to a live person with the full history — the customer never repeats themselves.

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Multiple agents, one seamless experience

Rather than building one agent that tries to do everything, you can run focused agents — a front-line 311 assistant, a permits specialist, an issue-reporting helper — and let them pass conversations between each other behind the scenes. To the customer it feels like one smart assistant.

Specialized agents in one workspace — the branch icon marks agents that route to one another.

How routing works

1. Build focused agents. Create an agent for each area — for example Riverton 311, Report an Issue, and Permits & Licensing.
2. Describe when to route. In plain language, tell your front-line agent which topics belong to which specialist ("send permit questions to Permits & Licensing").
3. Zammo handles the hand-off. Mid-conversation, the right specialist takes over automatically, keeping the full context. The customer just keeps chatting.

Handing off to a person

Some conversations are better finished by a human. Your agent can transfer a chat to a live agent in your support tool, passing along everything said so far. You decide when this happens — a customer asking for a person, low confidence, or a sensitive topic.

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TIP

Start with one agent and add specialists as your needs grow. Because routing is described in plain language, you can refine who handles what at any time — no rebuilding required.

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See also

• Designing Your Agent
• Channels

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Need help? Contact your Customer Success representative or reach out through zammo.ai/support.

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