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Rules accumulate. Someone sets up evaluation validation, someone else adds a complaints escalation, and six months later nobody is sure which rule handles a low-scoring ticket. The Rules page answers that, but only if you read it as what it is: a priority list, top to bottom, where only the first matching rule runs. Ordering is the main thing you manage on this page. Routing rules list showing five ordered rules with their conditions and assign-to-queue actions, and a rule at the bottom reading Any with no action

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Before you start

  • You need access to manage organization settings.
  • Open Settings > Routing > Rules. Everything in this guide happens on that page.
  • Reordering needs at least two rules. With one rule there is no drag handle.

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Read the list as a running order

Each row prints the trigger event, then its conditions in brackets, then what happens. Ticket is evaluated (QA score includes Autozero, Low) means the rule wakes up when AI QA finishes scoring and only acts when the score landed in those two bands. (all conversations) in the brackets means the rule has no conditions and takes every occurrence of its trigger. When an event fires, Rulebase starts at row one, ignores rules watching a different event, and stops at the first rule whose conditions all hold. The rules below it never see that ticket. Nothing in the interface records the near-miss.

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Move a rule

  1. Hover the row you want to move. A drag handle appears at the left edge.
  2. Drag the row to its new position.
  3. Let go. The new order saves immediately; there is no separate save step.
Routing rules list with the cursor hovering a rule row, showing the drag handle that appears at the left edge
Rules cannot be paused. The row menu offers Edit and Delete, and there is no enabled column, so position is the only non-destructive control. Parking a rule at the bottom of the list is the closest thing to switching it off while keeping it.

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Decide where each rule belongs

Ordering is a judgement call, but a few patterns hold for almost every setup:
  • Narrowest conditions at the top. A rule for Complaint risk includes High should sit above one that takes every complaint, or the general rule absorbs the urgent ones.
  • Escalations above their base case. A repeat-dispute rule (Number of disputes by an agent equals 2) has to outrank the first-contest rule, otherwise every contest is treated as a first.
  • Catch-alls last. Any rule showing (all conversations) is a fallback by definition. It belongs at the end of its trigger’s cluster, not the start.
  • The rule you didn’t create belongs at the bottom. Most organizations have a rule reading Any under Conditions and - under Actions. It watches every event, it matches low-scoring tickets, and it still stops the rules underneath it even though it appears to do nothing. If your routing only fails on tickets that scored badly, drag your rules above it and read Why didn’t my routing rule fire? for the full diagnosis.
Rules for different triggers can sit in any order relative to each other, since a rule only ever competes with rules that can see the same event. Grouping them by trigger anyway makes the list much easier to reason about a year later.

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Edit a rule

Click anywhere on a row to open it, or use the row menu and choose Edit. The dialog is the one you used to create the rule: the trigger, the conditions, and the actions are all editable. Routing rules list with a row menu open showing the Edit and Delete options
  1. Open the rule and change what you need.
  2. Remove a condition or action with the × beside it, or add one with Add condition and Add action.
  3. Click Save changes.
Edit Rule dialog with a Ticket is evaluated trigger, a QA score condition, and an Assign to queue action pointing at the QA review queue Editing does not move the rule. A rule that now has broader conditions may need to move down the list as well, and that is easy to forget in the moment. Changes apply to the next matching event only; tickets that already went through the trigger stay where they are.

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Delete a rule

Deleting is permanent and there is no undo, so it is worth a moment of thought about the rules below the one you are removing. They have been sitting in its shadow and will start receiving traffic the moment it goes.
  1. Open the row menu and choose Delete.
  2. Check the rule named in the confirmation against the row you meant to click.
  3. Click Delete.
Delete confirmation dialog naming the routing rule by its condition, Complaint risk includes High Treat that name as a hint rather than proof. The confirmation quotes the rule’s first condition, and it labels some condition types incorrectly: a QA score or count condition can come out as the wrong band, or as None. A rule with no conditions has nothing to quote at all and is called Unknown rule. Whenever the name does not clearly match the row you meant, close the dialog and open the rule to check.
If you are removing a rule because it fires too often rather than because it is wrong, edit its conditions or move it down instead. A deleted rule cannot be recovered, and the next person will rebuild it from scratch.

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Confirm the new order does what you meant

Order changes apply going forward, so the ticket that prompted the change still needs handling by hand. Raise the trigger again on a real ticket and check three things: the ticket lands with the queue or person you expected, a ticket you meant to exclude was left alone, and nothing you moved down has gone quiet entirely. If a rule stopped working after a reorder, the rule now above it is almost always the reason.