Very interesting. Could you elaborate a bit more on why the previous iteration didn't work out?
When you logged into the app then, you'd have to choose the agent to chat with - in the same way you'd choose a teammate to chat with in Slack - based on their area of expertise.
This system works well if you only have a few agents, but once you reach a certain number, it becomes a hassle to determine who to chat with.
Ideally, the user shouldn't care about which agent would response / which prompt is applied, they should just care about what they want, and the system should be smart enough to apply the right context / instructions accordingly.
And this realization led to the redesign.