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. Is Routing Live Yet? Entry Points are rolling out account by account , not all at once. Which state your account is in is easy to check: open the AI Agents page and look at the Who Answers New Conversations panel above the agent list. Right now the answer is the same for every account: not yet . The tab shows an amber notice ("Routing rules are not live yet") because the Channel Routing cards and trigger keywords on the classic Campaigns page are still what decides routing today, the same as before. Anything you build on the Entry Points tab is saved and ready, but doesn't affect a live conversation yet — it takes effect the moment your account is switched over, and this screen will say so when that happens. You can build and review your Entry Points now. Keep using your classic campaign settings for anything that needs to work right now, and use Entry Points to get ahead of the switch. Ent