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Route Chats to AI Agents or Human Reps in Knock

Route Chats to AI Agents or Human Reps in Knock

Route Chats to AI Agents or Human Reps in Knock

Route each inbound chat in Knock to either an AI Agent or a human rep. AI Agents handle unqualified conversations, so your reps spend time only on high-value leads. This guide shows you how to set up routing for both paths, build segments, and monitor results.

What do I need before I start?

How do I route chats to an AI Agent?

  1. Open the Knock Dashboard → Routing Rules.
  2. Create New Routing (or edit an existing rule).
  3. Add a Segment with the conditions for AI handling (e.g., Company Size < 200 employees, Intent type = Support, Attribution Channel = LinkedIn Ads).
  4. Under Assign to, select AI Agent.
    • You don’t need to pick the type. Knock automatically chooses the right AI Agent per case (Buying, Support, Hiring, etc.).
  5. Save the routing rule.
  6. Assign the rule to the relevant Knock Link → Create and add a Knock Link.

What happens next

  • When a lead clicks the link, Knock’s AI Agent starts the chat and enriches the lead in real time.
  • Based on your routing rules, the Agent decides whether to continue handling the conversation or involve a human rep.
  • If the lead isn’t qualified for a human rep, the AI Agent manages the full conversation end-to-end according to your Agent settings.
  • If a rep joins, they immediately take ownership.
  • All activity is visible in your Monitoring Slack Channel → Set a Monitoring Channel.

How do I route chats to human reps?

  1. Open the Knock Dashboard → Routing Rules.
  2. Create or edit a routing rule.
  3. Add a Segment that defines when a rep should receive the chat. Examples:
  4. Under Assign to, choose:
    • A specific rep (from Slack members).
    • A round-robin group
  5. Save the rule and assign it to a Knock Link.

When a lead starts a chat, Knock sends a Slack notification to the assigned rep. The rep replies directly in Slack, and Knock updates your CRM with:

  • Knock: Rep Owner → the rep assigned by routing
  • Knock: Responding Rep → the rep who actually replied
  • Knock: Responding time → time from adding to human rep to the chat, to their reply

Monitoring routed chats

Every chat routed to an AI Agent or a rep appears in your Monitoring Slack Channel.

  • Track conversations in real time
  • See assignments and rep responses
  • Allow managers to step in anytime
  • Keep visibility without switching tools

Learn more: Set a Monitoring Channel.