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    • ➕Add your AI agent to your website
      • ➕WordPress
      • 🛍️Shopify
      • 💬Zendesk
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  • FAQ
    • 🪖General
      • 📱Can I use the AI agent within a mobile app?
      • 🥫Can I add macros, canned or stock responses to my AI agent?
      • 👯Can I have multiple AI agents, multiple brands or multiple knowledge bases?
      • Can I route tickets to different agents?
      • 🤪Can I give my agent a personality, adjust the tone or customize the prompt?
      • 🤓Does it get smarter the more conversations it has?
      • 🤔Which messages will my AI agent respond to?
      • 🐦What are your social accounts?
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      • 🙅Will it answer questions about competitors' products?
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      • 💡Feature suggestions
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      • 💇‍♂️My AskAI vs Fine-tuning
      • 🤖My AskAI vs ChatGPT
      • ✅How can I test the accuracy of my AI agent's answers?
      • 📚(Large Language Models) LLMs
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  • API Documentation
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  1. FAQ
  2. General

Can I route tickets to different agents?

PreviousCan I have multiple AI agents, multiple brands or multiple knowledge bases?NextCan I give my agent a personality, adjust the tone or customize the prompt?

Last updated 21 days ago

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Ticket routing will depend on your support platform being used but can be done in a few different ways:

For routing prior to handover e.g. triage

In Zendesk you can use our feature in combination with Zendesk triggers to route conversations to either your AI agent or human agents. This will allow you to have more control over which tickets your AI agent is handling.

If you require this feature for Intercom, get in touch with us via our live chat.

For routing post-handover e.g. if the AI agent can't resolve a ticket or conversation

If your AI agent can't resolve a conversation in one of our native integrations (Zendesk, Intercom, HubSpot, Freshdesk, Freshchat) then it will either automatically or offer a handover to a person to the user or customer.

When the handover is initiated, a tag or message will be applied to the conversation or ticket identifying it as requiring human assistance.

These tags or messages can then be used in the respective support platforms to initiate triggers, workflows or chatflows to route to specific teams or agents.

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Ticket tagging