Help / Run your agent

Choose which agent greets visitors

When you have more than one agent, Cysora decides which one greets a visitor and lets agents pass a customer to a sister agent mid-conversation. It works with no setup; this guide is for when you want to change it.

About 5 minutesLast checked Oct 19, 2026Open in your dashboard

What you need

Two or more active agents on your account, with your website chat installed.

What happens by default

Each agent greets on the part of your site it was built from. An agent built from your /for-individuals page greets on pages under that path.
Your main agent greets everywhere else, with starter prompts from several agents.
An agent can hand a customer to a sister agent in the same chat, as one conversation.
A WhatsApp number or phone line stays connected to one agent, which answers first. The customer never gets a different number.

Change it

1
Open Go live
In the sidebar, choose Go live (shown as Channels & install once your agent is live), then the Routing tab. It only appears when you have two or more agents.
2
Pick the main agent
Use the Main agent dropdown to choose who greets on pages no other agent covers.
3
Add rules only if you need them
Open Advanced routing to set page rules, who each agent is for, handoff switches, and which agent greets on a WhatsApp number or phone line.

Page rules apply in order, first match wins. To match only your homepage, use "is exactly" with /, because "contains /" matches every page. Only agents with website chat switched on can greet on your site.

Check it worked

Open a page on your site: the agent you expect greets, and a page covered by another agent shows that agent.

If it doesn't work

The wrong agent greets on a page.: Check the page rules in order on Advanced routing; the first matching rule wins.
A rule seems to be ignored.: The agent it names may have website chat turned off. The Routing tab warns about settings that are being ignored.