When the AI can’t answer a question from your knowledge sources, it doesn’t just hand over a blank ticket. It labels the ticket with the team that should deal with it, writes a one-line reason, and drafts a reply your agent can send.
When routing happens
Only on escalation. If the AI finds the answer in your knowledge sources, it replies to the customer and the ticket is done — there is no team label at all. Routing is what happens the moment it can’t ground an answer.
At the same moment, the customer is told a person is coming — they see “I’m connecting you with a teammate who’ll reply here shortly” rather than silence.
The three teams
There are exactly three, and they are fixed — you can’t rename them or add your own, the way you can with ticket statuses.
CS
General questions, account matters, billing. The default, and where most escalations land.
Tech
Bugs, errors, and technical how-to — anything that needs someone who knows how the thing works.
Product
Feature requests and roadmap questions — the ones worth collecting rather than just answering.
What you actually see
| Where | What it shows |
|---|---|
| The ticket queue | “Routed to Tech” under the customer, so you can tell what kind of ticket it is before opening it. |
| The ticket itself | A team badge at the top, with the reason beside it — “Routed to Tech — the customer reports an error on upload.” |
| The conversation | A system line recording the handover, kept with the messages so the history is complete. |
The draft that comes with it
Routing and the suggested reply happen together. The agent who picks the ticket up finds a draft already waiting above the reply box, in the customer’s language, and it is refreshed as the conversation continues. Nothing is sent until a person sends it — see how a support ticket works.
When everything routes to CS
If a ticket arrives labelled CS with the reason “Needs human review”, that is the fallback — the classification step didn’t complete, so the ticket was handed over unclassified rather than held back. The customer is never left waiting because triage failed.
Read the team label to know what kind of help a ticket needs, then assign it to a person so someone owns getting the customer an answer.