Set Up Auto-Routing Rules for Requests

What this guide covers

This guide explains how to set up auto-routing rules that automatically process incoming requests. Rules can assign team members, set priority, apply tags, and change status without manual intervention.

What auto-routing does

When a request arrives, auto-routing evaluates it against your rules and takes action automatically. This reduces triage time and ensures consistent handling.

Creating a rule

1. Navigate to /settings > Requests > Routing Rules.
2. Click New Rule.
3. Configure the conditions (when to trigger):
   • Source -- Email, Web Form, or Manual.
   • Keywords -- words found in the title or description.
   • Contact attribute -- specific contact tags or properties.
4. Configure the actions (what to do):
   • Assign to -- a specific team member.
   • Set priority -- Urgent, High, Normal, or Low.
   • Apply tag -- add a tag to the request.
   • Set status -- change to In Review.
5. Click Save.

Screenshot: The rule builder showing condition fields on the left and action fields on the right.

Example rules

Emergency routing

• Condition: Title contains "emergency" or "urgent"
• Action: Set priority to Urgent, assign to on-call dispatcher

Web form triage

• Condition: Source is Web Form
• Action: Assign to intake coordinator, set status to In Review

VIP customer routing

• Condition: Contact has "VIP" tag
• Action: Set priority to High, assign to account manager

Rule evaluation order

Rules are evaluated from top to bottom. If multiple rules match, all actions are applied. If conflicting actions exist (e.g., two rules assign different people), the last matching rule wins.

Drag and drop rules in the list to change their order.

Animation: A new request arriving and being automatically assigned, prioritized, and tagged by a routing rule.

Editing and disabling rules

1. Open the Routing Rules page.
2. Click a rule to edit its conditions or actions.
3. Toggle the Enabled switch to disable a rule without deleting it.

Tip: Start with a few simple rules and expand as you learn what patterns your requests follow. Over-engineering rules from the start can cause unexpected behavior.

Note: Auto-routing runs only on new requests. Existing requests are not retroactively processed when you add or change rules.

Related articles

• Track Incoming Requests
• Assign Requests to Team Members
• Manage Request Priority