Entry Points

Entry Points An Entry Point is a routing rule: it says "when this happens on this channel, hand the conversation to this Agent." Entry Points are how an AI Agent picks up a conversation it wasn't already part of — a new contact messaging in for the first time, someone commenting a keyword on a post, or a specific word appearing in an incoming message. Not a workflow builder. An Entry Point only ever does one thing: match an event and assign an Agent. There are no delays, conditions, tag actions, or branching — that level of automation lives in Automations , a separate part of the platform. Entry Point Routing Is Live Entry Points decide who answers a new conversation on every account. They never move a conversation that is already under way: to hand an existing chat to a different Agent, use Assign AI Agent in the chat's menu, or the Assign AI agent or campaign action in Automations when you want it to happen by rule (an incoming message containing a keyword, for example). Step-by-step: Switch AI Agent Mid-Conversation . The Who Answers New Conversations panel on the AI Agents page shows a green Live badge when every connected channel has an Agent picked, and an amber count for any channel still unanswered. A channel with no Entry Point and no channel default gets no automatic reply, and we send you a notification when a message arrives that nothing on your account is set up to answer. Entry Point Types Type What It Matches Replaces (classic campaign setting) Channel Default