> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aide.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Routing rules

> Routing rules are deterministic rules that assign and prioritise conversations before Aide decides anything.

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

## 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

## 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**

## 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.

## Order matters

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

## 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.

## 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.

## 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.


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