Route Customer Messages Without Branch Explosion
Apply hybrid routing logic to messy support intake.
The situation Every inbound message starts with a deterministic check for obvious keywords and account metadata before the workflow decides whether to call the qualifier agent. Most requests are not ambiguous. Good architecture protects that fact. Framework Fixed rails, bounded judgment Let the system answer: is this obvious, ambiguous, or risky? Ambiguity is the agent trigger. Predictability is the module trigger. Low-confidence consequential cases go to a human. Entry gate Step 1 A message says, “My invoice is wrong and the app timed out twice during checkout.” What is the strongest first move? Agent output Step 2 The qualifier agent…
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