In Routing you decide which collections are searched and in which order, using Title, Note, Intention, Domain, semantic/keyword Balance, and Relevance.
- Title: Organize your knowledge into semantic search collections such as support, products, billing, or orders. The Title column shows the collection name without your username prefix. Choose a clear Title that matches what the collection contains — it is used when intention proposes which collection to search first.
- Note: Short purpose text under the Title. It helps intention pick search order when the switch in General is On.
- Intention: Collection purpose. Choose from General, Orders & Transactions, Products & Services, Policies, Programming, Talk to a Human.
- Domain / Domains: Optional rule based on the hostname of the page where the widget is open. Hosts go in Domains (e.g. shop.example.com), not as visitor search keywords. Off = no domain filter. Exclude match = skip this collection when the page domain matches. Only when match = use it when the domain matches. Exact domain only = use it only when the page domain exactly matches a listed Domains host.
- Balance: For each collection, mix meaning-based (semantic) search with keyword search. Move toward Semantic for broader meaning matches; toward Keywords when exact phrases matter more. Keywords apply only when the intention step returns keywords for that message; otherwise only Semantic runs.
- Relevance: Minimum threshold (0–100%) for this collection. Higher = stricter filtering. Default is 30%. After Relevance, all matching chunks are kept (there is no Results / Max column).
- 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.
- Row order: When the General switch “Choose which knowledge collection to search first” is Off, higher rows are searched first. When On, intention proposes the order from Title, Note, Intention, Domain, and the other row settings.
- Logs: On a real turn, open Logs for the conversation to see what reached the model (What the AI received), per-collection scores, and retrieval method (semantic / keyword).
Intention Logic (How Routing Decides)
Before knowledge retrieval, the system classifies each visitor message. In the Intention column, set the collection purpose that matches:
- Talk to a Human: the visitor asks for a person / agent. Knowledge search is skipped and the support escalation flow runs (Widget escalation settings).
- Orders & Transactions: this company’s orders, delivery, payments, returns, subscriptions.
- Products & Services: catalog, price, stock, comparisons, recommendations.
- Policies: terms, privacy, warranty, returns policy.
- Programming: APIs, schemas, integration code, sample payloads.
- General: everything else.
- If the visitor asks for a human, collections are not searched.
- For other types, collections with a matching Intention are preferred. If collection-order is On in General, a search order is proposed; otherwise the fixed row order is used.
- Domain hard-filters which collection is allowed on the page. Domain Off or empty Domains does not mean the collection is “disabled” or not searched.
- For follow-up turns: short continuations keep the previous intention unless the topic changes.
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