Routing
What routing works today
Evnao has explicit handoff and assignment controls. It does not yet have a general no-code intent/sentiment routing engine.
Human request
A customer can ask for a person. Agents can claim a conversation and AI stops across web and external channels.
Channel schedule
Owners can pause AI replies per channel or restrict them to configured business days, hours, and timezone.
Assignment
Tickets support priority, status, agent assignment, and departments. Automatic skills, sentiment, and round-robin rules remain planned.
Connected write approvals
A custom POST action never executes directly from a customer message. It creates one deduplicated pending approval for an owner or admin. Approval queues the action; rejection cancels it. This is action governance, not a generic routing-rules engine.