Previously, every message AI agents answered went through the same full workflow, knowledge retrieval, playbook matching, and reply composition, no matter how simple the question. “What are your opening hours?” took as long as “I want to cancel my order and get a refund.”
Turn on
Enable smart response path
in your agent settings, and the system will now pick the fastest path for each message:- Simple, informational questions (e.g., “What’s your return policy?”) are answered directly from the Knowledge Base in seconds.
- Complex or action-based requests (e.g., “Cancel my subscription,” “Book an appointment for tomorrow”) still run through the full playbook-driven workflow with integrations and step-by-step instructions.
Customers get instant answers to straightforward questions, while complex requests still receive thorough handling.