Context & Routing

The Context & Routing page allows you to provide the AI with invisible background context and present pre-chat routing options to your users. This helps tailor the bot's responses based on where the user is on your site or what specific topic they need help with before the conversation even begins.

Key Features

• Share Current URL (Page Context): Automatically pass the URL of the page the user is currently viewing to the AI.
• Pre-Chat Routing Options: Create clickable buttons that users must select before starting a chat, injecting specific hidden instructions into the AI's prompt based on their choice.

How to Use

Enabling Page Context

To help the AI provide location-specific answers (e.g., differentiating between a user on your "Pricing" page versus your "Home" page):

1. Locate the Share Current URL section.
2. Click the toggle switch to enable or disable this feature. When enabled, the chatbot will invisibly receive the URL of the user's current page.

Setting Up Pre-Chat Routing Options

You can force users to select a category or topic before they begin typing. This selection gives the AI a hidden prompt instruction.

To add a new routing option:

1. Scroll down to the Pre-Chat Routing Options section.
2. Under Button Label, enter the text you want the user to see on the button (e.g., "Support", "Sales", or "Billing").
3. Under AI Context Instruction, enter the hidden instruction the AI should receive when the user clicks this button (e.g., "The user is asking about Support. Prioritize technical documentation.").
4. Click the black Add button to save the route.

To manage existing routes:

• Your active routing options are displayed in a list showing both the Button Label and the AI Context.
• To delete an existing route, hover over the route block and click the X (Clear) icon on the right side.

Important Notes (or Pro Tips)

• Permissions: Only workspace owners can add, remove, or modify Context and Routing settings. If you are logged in as an agent, these controls will be visible but disabled.
• Button Labels vs. AI Context: Remember that the "Button Label" is publicly visible to your customers, while the "AI Context Instruction" is strictly an internal command sent to your AI model to guide its behavior.