Orchestration
The orchestrator sits between the chat widget and your agents. Every visitor message passes through it first.
Go to Agents → Orchestration to configure it.
How routing works
When a visitor sends a message, the orchestrator:
- Reads the message and analyzes intent
- Compares it against all agents’ descriptions and routing examples
- Routes to the best-matching agent — silently, without the visitor knowing
The visitor never sees the routing step. From their perspective, they just get an answer.
When the orchestrator asks a clarifying question
If the message is genuinely ambiguous — it could belong to two or more agents equally — the orchestrator asks the visitor a clarifying question instead of guessing.
Example situation: your organization has a Sales Agent and a Support Agent. A visitor asks “I have a problem with my order.” This could be a support issue (damaged product) or a sales question (wrong item ordered). The orchestrator might ask:
“Are you asking about purchasing a product, or do you have an issue with a product you have already bought?”
Once the visitor responds, the orchestrator routes to the correct agent with full context.
Configuring clarifying questions
The Orchestration page lets you provide example clarifying questions. These examples help the LLM understand the style and format of questions it should ask when uncertain.
Add examples that reflect real ambiguities in your setup. For instance, if you have a Sales Agent and a Support Agent:
“Are you looking to purchase something, or do you need help with an existing order?”
If you have a Training Agent and a Product Agent:
“Are you asking about how to use the product, or about enrolling in a training course?”
Tips
- Add 2–4 examples that cover the most common ambiguous cases in your domain
- Write them in the same language your visitors use
- Keep them short and unambiguous — one question, two clear options
You can add or remove examples with the Add Question / Remove Question buttons. Click Submit to save.
Improving routing accuracy
If visitors are being routed to the wrong agent, the most effective fixes are:
- Improve agent descriptions — make them more specific and distinct from each other
- Add more routing examples — especially for questions that land on the wrong agent
- Add clarifying questions — for categories of queries that are genuinely ambiguous
The orchestrator uses all three inputs together. Routing quality improves incrementally as you add more examples.