Articles on: Hugo AI Agent & Chatbot

How to start Workflows situationally by using Hugo AI routing

Workflows can also be started by our AI Agent in certain situations. You can configure "routing rules" which allow you to instruct Hugo in which situations he should trigger a workflow while interacting with your customers.

Workflows are no-code procedural automations, they are designed to help you automate processes and be versatile enough to accommodate any type of usages.

By simply selecting and connecting specialized blocks together, you can create a series of events, conditions and actions which allow you to build automations and trigger them automatically in your conversations

Whether you wish to automatically qualify users starting a conversation, filter or categorize their requests, collect information or offer them choice-based paths, workflows can do this before they've even had breakfast.

Just discovering Workflows? Learn more from this guide

Starting Workflows situationally with Hugo

If you went through our Getting started with Hugo guide, you might recall the mention of "Routing rules".

These allow you to describe a situation or topic to Hugo, and select the action Hugo should perform, such as moving the conversation to a certain inbox, or starting a workflow.

Let's say for example that we wish for Hugo to handle all of our conversations, but trigger a scenario collecting information from the user if they request a demo of our product.

First, we need to enable Hugo on all conversations, by navigating to AI Agent > Agent > Activation and:

Toggling Enable agent activation for new conversations
Selecting the default target Answer with AI Agent

Then inside of Guidance > Routing, we can simply:

Create a new Routing rule and name it. E.g. "Demo requests"
Describe the situation which Hugo should look out for. E.g. "The user is requesting a demo call to discover our product"
And finally, in "route to", select the workflow you have prepared

Note that when routing all conversations towards a workflow with that method, your workflow should always start with either an action or condition block.

While handling conversations, Hugo will now passively be watching for such situations, and trigger your workflow whenever it occurs.

You can also hand the conversation back to Hugo after your scenario has been completed, by using the "Answer with Hugo" action block.

Your routing descriptions should only describe the situation you want Hugo to look for. They shouldn't contain instructions, behavioural tips or information. Simply paint the situation you wish Hugo to trigger your workflow for.

To learn more about how to craft efficient prompt to describe Hugo the situations you want him to detect, check out this dedicated article. You will also find more usages and tips about Hugo routing!

Frequently Asked Questions

Still have some questions which were not covered above? Perhaps you'll find our answer in this FAQ. Also checkout this article and master your workflows craftsmanship!

If your question does not figure here, share it with us directly by chat, we'll be available to assist you

What else can Hugo routing rules do?

Starting workflows is just one of Hugo's ability.

Hugo routing rules can also be used to escalate the conversation automatically, or move it to the inbox of your choice. To do, simply open below your routing description and select the corresponding "route to" action. You can find more information in this article.

Updated on: 01/02/2026

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