You may have instances where the branching, switching and custom scenarios just don't fit what you're looking for. You may want to have different agents depending on different filters on a contact (tags and channels).

A nifty way to route to different agents on your command is by changing the tag filters when connecting a source to two or more different job flows. Let's look at the following example where the same source is added to two different job flows.

In this example, job flow #1 would be active when the tag test is present and the default tag ai off is not present. Job flow #2 would be active when the tag test is not present and the default tag ai off is also not present.

Maybe you want different agents to engage depending on the messaging channel that the contact has messaged in from. That's just as easy!

In this example, job flow #1 would be active when the channel the conversation is happening on is Live Chat. Job flow #2 would be active when the channel the conversation is happening on is WhatsApp, Facebook or Instagram.

Although it's not common to need different agents for the same source, it is very easy to set up if you do need it! Have you found common use cases for this? Let us know in our Facebook community!