In the experience builder, you can now add a Route for (Human) Pounce step, a branch step, or both, before the step that starts your multimodal AI SDR agent. This lets you route high-priority visitors to a human sales rep first, with your AI SDR agent stepping in only if no rep is available.
What this solves
Previously, once an experience reached the step that starts your multimodal AI SDR agent, there was no way to route to a human or branch based on rep availability first.
This was a real limitation for customers who wanted to keep a human in the loop for high-priority visitors, or who relied on auto pounce (pouncing on a visitor on behalf of a rep) or manual pounce (a rep pouncing on a visitor directly). Without this step, those customers couldn't combine that workflow with the multimodal agent experience.
How it works
- In the experience builder, add a Route for (Human) Pounce step, a Branch step, or both, ahead of the step that starts your multimodal AI SDR agent.
- If a rep is available, the visitor can be routed to that rep first.
- If no rep is available, your AI SDR agent takes over the conversation.
Who this is for
This is for customers running multimodal AI SDR agent experiences who also want to use auto pounce or manual pounce, and who want to keep humans in the loop for high-priority visitors.
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