Build the replacement
1
Open AI Agents
Go to AI Agents.
2
Create the First Level router
Ask Torben to create one broad router for your support channels. Add Search knowledge base, Send reply, and Escalate.
3
Move the useful policy
Add the support topics, escalation rules, channel scope, and brand voice that your previous setup used. Keep tone in a reusable skill.
4
Add specialists
Create focused AI Agents for jobs that need customer data or actions, such as order tracking, returns, refunds, or subscriptions. Let the router consult them.
5
Test and activate
Test common FAQs, specialist requests, and human hand-offs. Activate the router for a controlled scope, review its runs, and then expand.
Create a First Level router
Prefill Ask Torben with the replacement setup.
Translate the old setup
Do not recreate handover topics as a separate concept. Write plain routing policy: what the router answers, what a specialist owns, and when a human takes over.
For the target architecture, see Router and specialists.