Okay, you've got multiple agents set up. But how does the Gateway know which agent handles which conversation? That's what bindings do. You map a channel (like #engineering) or a peer (like a specific phone number) to an agentId.
When a message arrives, the Gateway evaluates bindings from most specific to least specific. A peer binding beats a channel binding. A channel+peer combo beats either alone. If nothing matches, the Gateway uses your agents.defaults.agentId fallback. Think of it like mail sorting. The more specific the address, the more precisely it gets delivered.