Agent Routing and Widget Keys

Option	Use it when
Agent widget key	A page, website, product, or docs area should always use a specific agent.
Channel assignment	A channel should map to a specific agent from settings.
Workspace fallback	A conversation arrives without an agent key and should use the workspace fallback.

Option

Use it when

Agent widget key

A page, website, product, or docs area should always use a specific agent.

Channel assignment

A channel should map to a specific agent from settings.

Workspace fallback

A conversation arrives without an agent key and should use the workspace fallback.

Install Pattern

Use the agent’s widget key in the install snippet for that site or page.

<script
  src="https://woes.dev/widget.js"
  data-public-key="trovw_agent_example_key">
</script>

Agent widget keys keep configuration separated per surface. Each key can carry its own widget copy, appearance, pre-chat questions, identity verification settings, AI behavior, and attached context.

Site area	Recommended agent
Main app	Product support agent.
API reference docs	Docs/API agent.
Billing docs	Billing agent.
Webhooks guide	Webhooks agent.
Enterprise portal	Enterprise agent with restricted context.

Site area

Recommended agent

Main app

Product support agent.

API reference docs

Docs/API agent.

Billing docs

Billing agent.

Webhooks guide

Webhooks agent.

Enterprise portal

Enterprise agent with restricted context.

Labels In Inbox And Analytics

The agent display name and system color are used throughout the workspace so operators can see which agent handled a conversation.

Surface	What to check
Conversation queue	The agent badge should show the expected agent name and color.
Conversation header	The active agent label should match the installed widget key.
Settings selectors	The selected agent should match the site or channel being configured.
Analytics	Agent filters and breakdowns should use the configured display name.

If a conversation only shows the workspace name, confirm the page is using an agent widget key instead of an old workspace-level key.

Verify Routing

Open the page with the installed snippet.

Start a test conversation.

Confirm the conversation shows the expected agent label.

Ask an endpoint-specific question and verify the answer cites the expected source.

Check the same conversation in analytics or filters to confirm the agent label is searchable.

Keep agent names clear. Operators should be able to understand which agent handled a conversation from the inbox, settings selectors, and analytics labels.

Woes documentation

Agent Routing and Widget Keys

Agent Routing and Widget Keys

Routing Options

Install Pattern

Examples

Labels In Inbox And Analytics

Verify Routing

​Agent Routing and Widget Keys

​Routing Options

​Install Pattern

​Examples

​Labels In Inbox And Analytics

​Verify Routing

Agent Routing and Widget Keys

Routing Options

Install Pattern

Examples

Labels In Inbox And Analytics

Verify Routing