Auto team match

Match a team based on conversation context.

Action — Matches input text against alternative team names configured in Team settings. If no match is found, the team is not set.

What it does

Takes an input value — typically a chat variable — and matches it against the alternative names defined for each team. Saves the matched team to a variable for downstream actions.

When to use it

To route a chat to the right team based on what the person mentions, such as matching an institution or department name to the team that handles it, before a live agent handoff.

Settings

Setting	Description
Input text	The text to match against team names. Accepts chat variables. Toggle Script to supply a chat script expression instead.
Save output into variable	The chat variable that stores the matched team result. Must start with a letter and contain only letters, numbers, or underscores.

Press Save to confirm edits.

Outcome branches

The action branches into Match found, No match, and Error. Nest subsequent actions under each as needed.

Example

Auto team match
• Input:   {financial_institution}
• Save to: matched_team
├─ Match found
│  └─ Live agent handoff → matched_team
└─ No match
   └─ Live agent handoff → general queue

Related

Live agent handoffAuto fill field