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Routing rules are deterministic rules that assign and prioritise conversations before Aide decides anything. Manage them in Settings > Helpdesk > Rules.

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When a rule runs

Each rule has one trigger, under When:
  • a conversation is created
  • a message arrives
  • Aide asks for a person
  • the status changes
  • an SLA is about to breach
  • an SLA breaches

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Conditions

Under If, a rule matches when all of its conditions are true, or any of them, as you choose. With no conditions, the rule runs on every trigger. Conditions can check:
  • Channel: Aide Chat, Email, Zendesk, Front, Gorgias, WhatsApp, Messenger or Instagram
  • Topic and Topic confidence
  • Priority and Handoff reason
  • Business hours: inside or outside
  • Subject or body (contains or matches) and Sender domain
  • Customer orders, Customer total spent, Order value and Order status

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Actions

Under Then, add at least one action: Assign to team, Assign to teammate, Set priority, Apply SLA, Set status, Notify, Hand to Aide or Mark as spam. Turn on Stop processing further rules so that a match ends the pass and later rules are skipped.

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Order matters

Rules run top to bottom. Drag them to change the order.

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Starting points

With no rules yet, you can start from a preset, such as “Handoffs during hours to Support” or “VIP customers to the VIP team”. New rules start switched off.

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Test a rule

Click Run against the last 100 conversations to see how many the rule would have matched, and which. It tests the saved version of the rule.

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Handoffs

To send handoffs to a specific team, add a rule with the trigger “Aide asks for a person” and the action Assign to team. With no matching rule, handoffs land in Unassigned.