Skip to main content
First, identify the signal that your helpdesk receives. Read See what the AI agent did to a ticket for the exact tags and properties. Add each new rule after the My AskAI rule. Add a condition or action that prevents the new rule from running more than once.

​
Intercom

For a handover, use the built-in assignment setting:
  1. In the Dashboard, go to Helpdesk & Channels > Intercom.
  2. Find Assign to Team Inbox on escalation.
  3. Select the Intercom team inbox.
  4. Save the setting.
For other actions, create an Intercom workflow that waits for three minutes and then checks the tag:
  • Use AI human handover after a handover.
  • Use AI topic blocked after a blocked topic.
After the tag check, assign the conversation, change its priority, or run another Intercom action. Read Run an Intercom workflow after a handover. Direct AI replies remain unassigned in Intercom.

​
Zendesk tickets

Create a Zendesk trigger for each result that needs an action:
  • Handover: require human-handover-requested.
  • Topic blocked: require ai-agent-tag-blocked.
  • Direct reply: require ai-agent-replied and exclude human-handover-requested.
Place each trigger after the My AskAI trigger. Use the trigger action to change the status, group, assignee, or priority. Add a condition that becomes false after the first run. This condition prevents a later human update from running the trigger again.

​
Zendesk Messaging

AI-agent tickets are read-only until Zendesk escalates them to a person. Normal triggers cannot change an AI-agent ticket. After handover, use the human-handover-requested tag in a normal Zendesk trigger. AI Tagging and Note replies are not available for Zendesk Messaging.

​
Freshdesk

Create Ticket Updates automations after the My AskAI automation:
  • Handover: require human-handover-requested.
  • Topic blocked: require ai-agent-tag-blocked.
  • Direct reply: require ai-agent-replied and exclude human-handover-requested.
Use the automation action to change the status, group, assignee, or priority. Add a condition that prevents a later human update from running the automation again.

​
Freshchat

Create the ai_chat_status conversation property before you create an automation. Read Freshchat for the property setup. Use one of these values as the automation condition:
  • human-handover-requested
  • ai-agent-tag-blocked
  • ai-agent-replied
Use a Conversation Assignment Rule for assignment changes. For other ticket actions, install Freshworks Advanced Automations.

​
Gorgias

In Gorgias, go to Workflows > Rules > Create custom rule. Use the My AskAI tag as the rule condition:
  • Handover: require human-handover-requested.
  • Topic blocked: require ai-agent-tag-blocked.
  • Direct reply: require ai-agent-replied and exclude human-handover-requested.
Use the rule to assign a team, assign an agent, change the status, or add another tag. Add a condition or marker tag that prevents the rule from running twice. Read the Gorgias Rules guide.

​
HubSpot

For direct replies, the AI agent assigns the conversation to itself. On handover, the AI agent unassigns itself. If your HubSpot plan supports conversation workflows, use a workflow to assign the conversation to an inbox or owner. Read Assign a HubSpot conversation owner in a workflow. HubSpot does not support AI Tagging.