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Change your helpdesk routing when it already contains the customer or brand information that you need. The helpdesk then sends only eligible conversations to My AskAI. Use an email filter when you only need to block known sender addresses or domains.

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Intercom

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Messenger

Use an Intercom workflow for each audience. Show the button that starts the AI path only to the audience that can use the AI agent.
  1. Create or edit the audience-specific workflow in Intercom.
  2. Add a button such as Ask a question.
  3. Use the exact button text as the My AskAI trigger phrase.
  4. Apply Intercom audience conditions to the workflow.
  5. Test one user who matches the conditions and one user who does not.
Read Add the AI agent to an Intercom workflow.

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Email

Intercom email does not have a self-service audience-routing option in My AskAI. Use email filters for known senders or contact My AskAI support via chat to filter specific inboxes.

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Zendesk

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Tickets

The Notify My AskAI trigger controls which tickets Zendesk sends to My AskAI.
  1. In Zendesk Admin Center, open Objects and rules > Business rules > Triggers.
  2. Open the My AskAI notification trigger.
  3. Add a condition for the required brand, organization, user group, or inbox.
  4. Save the trigger.
  5. Test one matching ticket and one blocked ticket.
Read Zendesk tickets for the full integration setup.

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Messaging

Zendesk Messaging does not support customer-group routing through My AskAI. Use separate Messaging channels for separate brands, or contact My AskAI support.

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Freshdesk

My AskAI creates one automation for new tickets and one automation for updated tickets. Add the same audience conditions to both automations.
  1. In Freshdesk, open Admin > Workflows > Automations.
  2. Edit the My AskAI rule under Ticket Creation.
  3. Add the required brand, group, product, or inbox condition.
  4. Add the same condition to the My AskAI rule under Ticket Updates.
  5. Test both a new ticket and an updated ticket.
If you update only one automation, an excluded ticket can still reach My AskAI through the other automation.

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Freshchat

Use a separate chatbot flow for each audience. Assign each flow to the correct widget or audience rules.
  1. Create the audience-specific chatbot flow.
  2. Add a button that sends the My AskAI trigger phrase.
  3. Assign the flow to the correct widget.
  4. Apply the Freshchat audience conditions.
  5. Test a matching user and an excluded user.
Read Add the AI agent to a Freshchat chatbot.

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Gorgias

  • To limit email replies by support inbox, add the permitted inbox under AI Agent Setup.
  • To block known customer addresses or domains, use email filters.
  • Gorgias chat does not support customer-group routing through My AskAI. Use topic rules or contact My AskAI support.

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HubSpot

  • For chat, use a separate chatflow and HubSpot targeting rules for each audience.
  • For email, add the permitted support inboxes under AI Agent Setup.
  • To block known customer addresses or domains, use email filters.
Read Add the AI agent to a HubSpot chatflow.