A complex incoming request rarely announces which specialist should handle it. Router / Triage Agent reads it, classifies it, and hands it to the right agent — customs regulation to Customs Agent, a contract question to Compliance Agent. The traffic controller of your orchestration.
The agent classifies an incoming request by intent and domain, not by simple keyword matching — distinguishing a customs question from a compliance question from a plain support ticket, even when the wording overlaps.
Once classified, the request is handed to the destination agent with full context attached — no re-explaining, no lost thread. If no specialist fits, it's routed to a general queue instead of forced onto the wrong agent.
Every request finds its specialist automatically — no manual triage, no misrouted tickets.
Reads what a request actually means, not just which keywords it contains.
Every routing decision carries a confidence score — low-confidence cases go to a human.
The destination agent receives complete context — nothing is re-explained downstream.
Routing rules adapt to how each organization's teams and specialist agents are structured.