In Routing you decide which collections are searched first, using keywords, domain rules, intention, semantic/keyword balance, and relevance thresholds.
- Collections: Organize your knowledge into semantic search collections such as support, products, billing, or orders. In Routing, the Title column shows the collection name.
- Keywords: Add keywords to collections so matching queries prioritize the right collection. Keywords affect which collection is checked first; they do not replace semantic matching.
- Balance: For each collection, use the Balance control to mix meaning-based (semantic) search with keyword search. Move toward Semantic for broader meaning matches; move toward Keywords when exact phrases matter more.
- Domain routing: You can tell a collection to do nothing special, be ignored for a domain, become the priority for a domain, or be used only when the page domain exactly matches a keyword.
- Collection intention: Use intention types carefully. For example, an
ordercollection can trigger order-related prompting behavior before order lookup. - Relevance: Raise the Relevance threshold for stricter matching. Lower it if you want broader recall. Default is often around 30%.
- Current page: When the chat widget is open on a product or article page, the bot uses that page address to find matching knowledge and to understand vague questions such as “is it a good product?” as referring to that page.
- Priority order: Reorder collections so the most important sources are checked first.
- Conversation logs: On a real turn, open Logs for the conversation to see what reached the model, per-collection scores, retrieval method (semantic / keyword), and the Rout. match column (routing phrases and intention keywords found in chunk text).
Intention Logic (How Routing Decides)
Before knowledge retrieval, the system runs a lightweight intention classification for each user message. The result is one of four labels:
- human: User asks to speak with a human/agent/support.
- order: User asks about their invoices, orders, balance, or other personal order/account financial details.
- eshop: User asks about a product.
- none: Any other general query.
The classifier uses strict priority human > order > eshop > none if multiple labels could apply.
- If intention = human: knowledge search is bypassed and the support escalation flow is triggered (according to your escalation settings in Widget).
- If intention = order or eshop: routing gives first priority to collections with matching intention. If matching collections exist, they are searched first.
- If intention = none: normal routing applies (keywords, domain routing, collection priority, semantic/keyword balance, and relevance thresholds).
- For follow-up turns: the previous assistant turn stores internal routing tags, so order/eshop context can continue naturally in the next message.
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