Before you start
- You need access to manage organization settings.
- Decide the trigger first. It determines which conditions are even available to you, so picking it changes what the rest of the dialog offers.
- If several people will share the routed work, create the destination queue first under Settings > Routing > Queues. Routing to a queue is usually better than naming individuals, because the queue survives people changing teams.
Create a rule
- Go to Settings > Routing > Rules.
- Click Create rule.
- In When, pick the trigger event from the dropdown.
- Optionally click Add condition and choose a field to narrow which tickets match. Add as many as you need; a ticket must satisfy all of them.
- In Then, click Add action and choose what should happen.
- Click Create rule.
Choose the trigger
A rule starts from one of these events:- Ticket is evaluated — AI QA has finished scoring a ticket. This is the general-purpose trigger for QA follow-up.
- Evaluation approval is requested — someone submitted a manual evaluation that needs validation. Pair this with a review queue.
- Ticket changes status — the ticket moved to a new status in your helpdesk.
- Evaluation is contested — an agent disputed an evaluation result.
- Complaint is created — a complaint record was raised.
Narrow with conditions
Conditions filter the tickets a trigger applies to. The available fields depend on the trigger you chose, so the Add condition menu shows a different list for Ticket is evaluated than it does for Evaluation is contested. Across the five triggers the fields on offer are Workspace, QA score, Agent QA score, Failed criteria, Group, Partner, Channel, Ticket status, Number of disputes by an agent, Contested evaluation source, and Complaint risk. Switching the trigger after you have added conditions drops any that the new trigger does not support. Most conditions use an includes operator and let you tick several values at once. QA score offers Autozero, Low, Medium, and High, so a single condition can cover “Autozero or Low” and catch both tiers of poor result. Two fields are single-value comparisons instead: Number of disputes by an agent takes a number, and Contested evaluation source is either AI or Manual.A rule with no conditions matches every occurrence of its trigger. That’s a
legitimate way to build a catch-all, but it should sit below your specific rules,
not above them.
Pick the actions
A rule runs every action you attach to it, so one rule can assign a ticket and send a notification at the same time.
On Assign to role and Assign to member, selecting five members does
not notify all five: Rulebase spreads the work across them one ticket at a
time. If you want everyone to see the ticket,
add a notification action alongside the assignment.
A notification action is per-rule. Your organization’s standing recipients and
channels (the weekly customer issues digest, and the channel that gets
complaint alerts) are set in
Configure notifications.
The two overlap in one place. When a Complaint is created rule matches and
sends a notification, it takes over for that complaint so you get one message
rather than two. If no rule matches, Rulebase sends the alert to your default
complaint channel instead.
Worked example: route evaluations to validators
One common reason teams build a routing rule is manual evaluation validation.- Create a queue named
Evaluation validationunder Settings > Routing > Queues and add your reviewers to it. - Create a rule with When set to Evaluation approval is requested.
- Leave conditions empty if every submitted evaluation should be reviewed, or add a Failed criteria or QA score condition to narrow the route.
- In Then, add Assign to queue and select the review queue.
Order your rules and confirm they fire
Rules have an explicit order on the Rules page and Rulebase evaluates them in that order, stopping at the first rule that matches, so put narrow rules above broad fallbacks. A catch-all sitting at the top will swallow the tickets your specific rules were meant to catch. One catch-all is already there. Most organizations start with a rule showing Any under Conditions and- under Actions, and although it looks inert it
still claims low-scoring tickets and stops the rules beneath it from running.
Drag your new rule above it.
Manage and reorder routing rules
covers ordering as a skill, and
Why didn’t my routing rule fire?
has the full diagnosis when a rule that looks correct never runs.
Once the rule is saved, confirm it works before relying on it:
- Trigger the event on a real ticket and check that the ticket lands where you expect.
- Confirm the assignee is someone you intended. If a rule assigns to a role, the pool is everyone with that role, which may be wider than you assumed.
- Check that a ticket you expected to be excluded was in fact skipped. This is where a missing condition usually shows up.
- If nothing happened, re-check the trigger. Matching the wrong event is more common than a bad condition.