Auto-Route
Set up Auto-Route so new tickets are moved to the right category from routing rules written in plain language
Auto-Route reads a new ticket and moves it to the category that matches one of your routing rules, optionally pinging a role and adding tags. You write each rule as a sentence describing which tickets belong there, and the bot understands it in every language your customers write in. This page is for the admin who organises ticket categories.
Auto-Route is an Enterprise feature. It needs Enable AI Features on the General tab and at least one Discord category to move tickets into. Upgrade your plan
Setup
Open the Auto-Route tab
Go to Dashboard → Bots → your bot → Servers → the server → AI & Knowledge → AI Features → Auto-Route.
Enable it
Click Edit and switch on Enable Auto-Route.
Start from a template or add a rule
Use Template offers E-commerce Store, SaaS Platform, Gaming Community, and General Support, each with three or four pre-written rules. Add Rule starts from a blank rule. After applying a template you must pick a Target Category for each rule; a rule without a category cannot be enabled.
Write the routing instruction
For each rule, fill in Rule Name, Routing Instruction, Priority, Target Category, and Confidence Threshold. Optionally turn on Notify Staff with a Staff Role to Notify and add tags.
Choose the fallback and save
Set Fallback Behavior for tickets that match no rule, then click Save All.
Analysis Configuration
| Setting | Values | Default | What it does |
|---|---|---|---|
| Analysis Mode | First Message Only, First 3 Messages, First 5 Messages, Custom Message Count, Smart Detection | Smart Detection | How many customer messages the bot reads before deciding |
| Custom Message Count | 1 to 20 | 3 | Used with Custom Message Count |
| Delay Before Analysis (seconds) | 0 to 300 | 30 | How long to wait after the last message so follow-ups are included |
| Staff notification confidence (%) | 5% to 100% in steps of 5 | 80% | The rule's staff role is only pinged when the bot's confidence is at least this high |
| Fallback Behavior | No Action, Move to Default Category, Notify Staff | No Action | What happens when no rule matches |
| Default Category | A Discord category | None | Where tickets go with Move to Default Category |
| Global Routing Guidance | Free text | Empty | Guidance applied to every decision, for example Our company sells software. Prioritize urgent bug reports. |
Routing rules
Each rule has these fields:
| Field | Values | What it does |
|---|---|---|
| Rule Name | Text | Shown on the card in your logs channel as Matched Rule |
| Priority (1-100) | 1 to 100 | Tells the bot which rule to prefer when several could apply; higher wins |
| Description (Optional) | Text | Notes for your team |
| Routing Instruction | A sentence or two | Which tickets belong here. The bot understands it in every supported language |
| Target Category | A Discord category | Where matching tickets are moved. Required before the rule can be enabled |
| Confidence Threshold | 10% to 100% | Minimum confidence for this rule to fire |
| Notify Staff | On, Off | Ping a role when the rule fires (subject to Staff notification confidence) |
| Staff Role to Notify | A role | The role to ping |
| Add Tags (Optional) | Tag names | Tags applied to the ticket |
Rules created before instructions existed may still use Keywords, Topic Categories, Sentiment, Urgency Level, or Language triggers. They keep working, and the dashboard shows This rule uses legacy keyword triggers. Add an instruction above to upgrade it. Once an instruction is present it overrides the legacy triggers.
Worked example: a good routing instruction
A rule works best when it reads like a briefing for a new team member: what belongs, what does not, and what to do with borderline cases.
- Rule Name:
Payment & Billing - Priority:
80 - Routing Instruction:
Route tickets about charges, invoices, failed or double payments, refund requests, and subscription changes. Do not route tickets that only mention a price while asking a product question. If the customer is angry about a charge, this rule still applies. - Target Category:
Billing - Confidence Threshold:
70% - Notify Staff: on, Staff Role to Notify:
@Billing Team - Add Tags:
billing
Compare a weak instruction such as billing stuff: the bot has to guess where a refund request or a pricing question goes. Spell out both the positive and the negative cases.
Give the most specific rules the highest Priority. For example Refund requests at priority 90 above Payment & Billing at 80, so a refund ticket lands in the refund category even though both rules match.
What happens
- A ticket is created, or the customer keeps writing during the delay.
- After Delay Before Analysis, the bot reads the messages allowed by Analysis Mode.
- It picks the rule whose instruction fits best, preferring higher Priority when several fit, and only if its confidence is at or above that rule's Confidence Threshold.
- The ticket is moved to the rule's Target Category, tags are added, and the role is pinged when Notify Staff is on and the confidence reaches Staff notification confidence.
- A 🤖 Ticket Auto-Routed card is posted to your logs channel showing the ticket, Matched Rule, Confidence, User, AI Reasoning, and, when relevant, Notify Role and Restricted to Roles.
- If no rule matches: No Action leaves the ticket where it is; Move to Default Category moves it to the Default Category; Notify Staff posts a ⚠️ Ticket Requires Manual Routing card to the logs channel with the user, the note
No routing rules matched, and the detected sentiment and urgency.
Templates
| Template | Rules |
|---|---|
| E-commerce Store | Order & Shipping Issues, Payment & Billing, Product Questions, Returns & Cancellations |
| SaaS Platform | Critical Bugs, Login & Account Issues, Feature Requests, General Tech Support |
| Gaming Community | Player Reports, Ban Appeals, Technical Issues, General Questions |
| General Support | Urgent Issues, Technical Problems, General Questions |
Templates set their own delay and confidence values; adjust them after applying.
Limits and gotchas
Moving a ticket changes its Discord category. Make sure the bot has Manage Channels on every target category and that the category has room; Discord caps a category at 50 channels.
- A rule with no Target Category stays disabled; the dashboard shows Cannot enable rule: Please select a target category first.
- Auto-Route decides during the analysis window at the start of the ticket. It does not re-route a ticket later in the conversation.
- The logs channel card is informational and never pings the customer.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Tickets never move | Auto-Route or the AI master switch is off, no rule is enabled, or every rule lacks a category | Check both switches and give each rule a Target Category |
| The right rule exists but rarely fires | Its Confidence Threshold is high, or the instruction is vague | Lower the threshold toward 60% to 70% and rewrite the instruction with examples |
| Two rules compete and the wrong one wins | Both fit and the wrong one has the higher Priority | Raise the priority of the more specific rule |
| Staff are not pinged | Notify Staff is off, or the confidence was below Staff notification confidence | Turn it on and lower the notification threshold |
| No card in the logs channel | No logs channel is configured | Run /setup and choose a logs channel |
| A rule matches but the ticket stays in place | The target category is full (50 channels) or the bot lacks Manage Channels on it | Create a second category or clean up closed tickets, and fix the category permissions |
Common questions
Which plan do I need? Enterprise. Pro and lower see the Auto-Route tab locked with an Enterprise pill.
Does the bot understand other languages? Yes. Write the instruction in your language; the bot applies it to tickets written in any language.
Can a rule route to a person instead of a category? No. Rules move tickets between categories and ping a role. Use category permissions to control which staff see the routed tickets.
What if several rules match? The rule with the higher Priority (1-100) wins, as long as its confidence clears its own threshold.
Can I test my rules? Open a test ticket that describes the case and watch the 🤖 Ticket Auto-Routed card in the logs channel. The AI Reasoning line tells you why the rule was chosen.
Does Auto-Route change priority or tags? It adds the tags from Add Tags. Priority is set separately by Priority Detection.
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