Skip to main content

Routing & CRM steps

Routing & CRM steps assign conversations, update tags and status, write contact data, set flow variables, and add internal notes for agents.

Live URL: live.chatmaven.ai/workspaces/flows

Assign To​

Route the conversation to a team member.

Assign To step configuration

  1. Add Assign To from STEPS under Routing & CRM.
  2. Click the node and select the target user or assignment rule shown in your workspace.
  3. Save the step.

Tips:

  • Combine with Set Tags or Add Note to give agents context.
  • Scope the parent flow to the right agents so assignment options are valid.

Set Tags​

Add or remove workspace tags on the contact or conversation.

Set Tags step configuration

  1. Add Set Tags from STEPS under Routing & CRM.
  2. Select tags to add or remove in the right panel.
  3. Save the step.

Tips:

  • Use before Condition when routing depends on tags.
  • Keep tag names consistent across flows.

Set Chat Status​

Update conversation status (for example open, pending, resolved) per your Inbox setup.

Set Chat Status step configuration

  1. Add Set Chat Status from STEPS under Routing & CRM.
  2. Select the status in the right panel.
  3. Save the step.

Tips:

  • Place after the contact completes self-service if agents should pick up resolved threads.
  • See Inbox for how status appears to agents.

Update Contact​

Write values to custom contact fields.

  1. Add Update Contact from STEPS under Routing & CRM.
  2. Click the node and map field keys to values (static text or {{variables}}).
  3. Save the step.

Configuration:

  • Field key — defined under workspace Custom Fields
  • Value — static or variable from Question, ChatMaven Form, or HTTP Request

Tips:

  • Create keys in Custom Fields before mapping in the flow.
  • Match field type to the data you collect in Question or ChatMaven Form steps.
  • You can map form fields directly on the ChatMaven Form step to skip a separate Update Contact when everything is mapped there.

Set Variable​

Store a value for use in later steps.

Set Variable step configuration

  1. Add Set Variable from STEPS under Routing & CRM.
  2. Enter the variable name and value (static text or reference to another variable).
  3. Save the step.

Tips:

  • Use after HTTP Request if you map API fields in the HTTP step instead.
  • Reference with {{variableName}} in Message and Add Note steps.

Add Note​

Create an internal note on the conversation. Agents see it in the Inbox—it is not sent to the contact as a chat message.

Add Note step configuration

  1. Add Add Note from STEPS under Routing & CRM.
  2. Click the node and choose Save note to — Chat session (inbox comment) and/or Contact record.
  3. Enter note text. Insert variables with {{variableName}} (for example {{main_menu}}, {{answer}}).
  4. Save the step, then Save the flow.

Tips:

  • Keep notes concise and actionable.
  • Do not put passwords, full API responses, or PCI data in notes.
  • Add notes before Assign To when agents need context at pickup.
Add Note vs Message

Message goes to the contact. Add Note is for agents only.