Set up auto-routing by topic
Send refund tickets to billing, bug reports to engineering, and the rest to general support - automatically, based on what the customer actually wrote.
What auto-routing does
Atlas reads each new ticket and checks your rules from top to bottom. The ticket moves to the category of the first rule that fits, as long as Atlas is confident. If no rule fits, When no rule fits decides what happens.
Where to set it up
Open AI assistant > Atlas > Move tickets to the right category (Enterprise) and switch the card on. You start with no rules: use Add a rule for each one, then save.
When Atlas decides
There is no timing to set. Atlas decides once, as soon as the member has written a second message, or about 30 seconds after their first one.
What a rule looks like
Each rule has:
- Name - shown on the alerts channel card.
- Which tickets go here - a sentence or two in plain words saying what belongs here and what doesn’t. Atlas understands it in every language.
- Move to - the category for matching tickets.
- Role to ping - optional, mentioned on the alerts channel card.
- Staff who can see these tickets - optional, only these staff roles can see the moved ticket.
- Tags to add - optional, added when the ticket moves.
Put the most specific rules first with Move up and Move down.
The fallback
If no rule matches, you pick what happens:
- Leave it where it is (default) - the ticket stays in the category it was opened in.
- Move it to a category - the ticket goes to a category you pick.
- Tell staff in the alerts channel - a card in your alerts channel asks for manual routing.
A reasonable starter set
- Chargebacks, fraud and abuse reports → senior staff category.
- Refunds and payment problems → billing category.
- Bugs, crashes and error messages → technical category.
- Everything else → stays where it was opened.