Intelligent Routing and Agent Delegation

This Botlit concept covers how a single user-facing bot spreads work across a team of specialist agents, and what happens when one of those agents needs another to finish the job. Two illustrations carry the two halves of the idea: the routing configuration on a sample Customer Support Bot, and the agent-to-agent registry with a trace of one delegation chain.

One general-purpose agent that handles everything tends to be mediocre at all of it, while a set of specialists is only useful if messages reach the right one and hand-offs stay under control. The routing page addresses the first problem. A routing card offers a strategy selector, shown set to an intelligent strategy with an open menu listing single, round-robin and custom alternatives, alongside a default agent that catches anything falling below the confidence threshold. A linked agents table lists each agent with its priority, trigger keywords, intent patterns, run count and last run time, so the rules that decide routing sit in one readable place. A side panel of recent routing decisions lists sample messages with the agent each one reached, a confidence score where one applies, and whether the match came from a keyword, a pattern or a fallback below the threshold.

The second illustration addresses hand-offs. An agent-to-agent view lists connections between agents as a table of source, target, direction, trust level, status and delegation count, with sample trust levels of internal, verified publisher and unverified. One sample row shows an inbound connection from a partner triage agent marked as blocked by policy with no delegations, which makes the point that a connection existing is not the same as a connection being allowed.

Alongside it, a delegation trace follows one message down an indented chain of depths: a general agent receives a disputed invoice and passes it to a billing agent, which resolves the invoice but needs refund authority, so it hands the work to a refunds agent that approves a sample refund. The final step, an attempt by the refunds agent to hand the work back to the billing agent, is shown rejected because a cycle was detected, and a footer records the depth limit, the number of delegations, total tokens and elapsed time. Both screens sit in the same workspace navigation as Policies and Executions, and the execution ledger concept lists agent-to-agent runs beside chat, channel and workflow runs.