Context-based routing for AI agent escalations to specific teams

Business problem

Currently, all conversations escalated by the AI agent land in a single shared inbox. Without the ability to route these escalations to specific teams based on the conversation's context, multiple teams end up reviewing the same messages, leading to redundant efforts and inefficient workflows.

Wished result

I would like the ability to configure granular routing rules for the AI agent, allowing it to escalate conversations to specific teams or departments based on the context of the customer's inquiry.