The three switches people mix up

1. Smart Routing (routing engine). Settings, Routing, "Engine version": Legacy or Smart Routing. Smart Routing assigns chats by agent capacity, avoids bouncing a chat between agents, and adds escalation timers. It is available to every account. An account admin switches it; new accounts start on Smart Routing. Switching only affects new chats; chats already in progress finish on the engine they started on.

2. Auto-Routing (automatic delivery to a team). This is what lets a team hand a chat straight to an available agent. If it is off, the Transfer to Agents step in a workflow shows the amber note "Can't auto-deliver, Auto-Routing isn't enabled on this subscription", and the chat waits in the team queue for someone to claim it. Fix: turn on Auto-Routing for the account (staff: package or site entitlement "Auto-routing rules"), then set the team's routing type under Teams, Team Routing Settings.

3. Bot personas (AI Bots package). The AI Bots package groups the bot features: bot personas, the AI chatbot step in workflows, and automation. If it is off, the bot persona pages answer "This feature is not included in your current plan" (403). The package is on every plan by default; how many personas a plan can keep depends on your plan, see your plan under Billing, Usage Overview.

Route By Intent workflows

A workflow that detects the visitor's intent and then uses Transfer to Agents on "the current team" sends the chat to the team the intent step chose. If every chat lands on the Default Team, check in this order: (a) the Transfer to Agents step has no amber Auto-Routing note, (b) the intent step maps each intent to a team, (c) the Routing diagnostics page, "Why did this happen?", for that conversation.

Checking a site (staff)

velaro package-builder site <siteId> shows each flag and where it comes from (plan, package or override). Staff can attach the AI Bots or Smart Routing package to one account without a plan change. Never quote prices or numeric limits to customers; say limits depend on the plan.