Rule anatomy
A rule has three parts: condition (page URL, country, company size, prior conversation), action (greeting variant, escalation target, lead score), priority.
Examples that work
- Visitor lands on
/enterprise→ AI opens with enterprise framing → escalation goes to enterprise AE. - Visitor is from a Fortune-500 IP block → priority lead, escalate immediately.
- Visitor has chatted before in the same session → AI greets by name, resumes context.
Anti-patterns
Don't over-rule. Too many rules conflict and the AI's greeting becomes the highest-priority winner — usually not what you want. Start with 3 rules; add more only when data justifies.
Measuring routing quality
Track conversion from chat-to-meeting by segment. If enterprise visitors aren't booking, your enterprise framing isn't the issue — your routing might be sending them to the wrong rep, or your enterprise pitch needs work.