Channels
Email and routing
Configure routing, messages and human fallback for Polaris conversations.
Routing defines where a conversation should go when it enters through a channel or when the chatbot cannot resolve it alone.
Good routing keeps conversations from getting lost and helps support, sales or booking teams receive the right context.
When to use it
Configure routing when you have:
- More than one active channel.
- Different chatbots for support, sales or booking.
- Conversations that should move to a person.
- Requests that become an email follow-up or support task.
How to configure it
- Define the entry channel.
- Associate the primary chatbot.
- Write a clear welcome message.
- Define when to escalate to a person.
- Select the fallback destination.
- Test conversations where information is missing.
Routing example
| Channel | Recommended destination |
|---|---|
| Web Widget | Support Bot |
| Sales or Booking Bot | |
| Human escalation | |
| Incomplete conversation | Support task |
Recommended setup
- Keep welcome messages short.
- Explain what the assistant can do.
- Define what happens when the chatbot cannot answer.
- Preserve context before handing off to a person.
- Review routes after the first few days of real usage.
What to avoid
- Sending every case to the same destination.
- Hiding failures behind generic replies.
- Not defining who receives escalations.
- Publishing a channel without testing human fallback.
Related modules
Routing connects channels with Chatbots, Operator, Booking and Approvals.
The channel receives the conversation, the chatbot answers, Operator can prepare a task and a person can continue when the flow needs review.