Assignment & AI triage: who works the ticket

Auto-assignment rules (direct or round-robin), AI triage modes AUTO / REVIEW / HUMAN, auto-linking of related order documents (SO-/OO-/IR-/INV-/RM-), the human review queue for AI-drafted replies, and assigning a ticket to an AI agent (with hand-back).

New tickets should reach the right person without a dispatcher staring at the list all day. Assignment rules do the routing; AI triage goes one step further and drafts the reply — but a human always has the final say where it matters.

Auto-assignment rules#

• Direct assignment: a rule says "tickets like this go to this person" (e.g. billing → the billing specialist).
• Round-robin: the ticket goes to whoever is next in the rotation, spreading the load evenly across the team.
• Rules match in priority order — the first matching rule wins; anything unmatched falls back to the default (usually the review queue).
• You can reassign manually any time from the detail page or in bulk from the list.
• Agent pool (Tickets → Settings → Auto-assign): auto-assignment only rotates through the checked members. Candidates are organization members with an active staff profile — if a colleague is not listed, add them in People and activate them first. Checking someone here only includes them in auto-assignment; it does not create an account.

AI rules: the condition builder#

In Tickets → Settings → AI Rules, each rule's conditions are built row by row — click "+ Add condition", pick a field, an operator and a value on each row; no hand-written JSON. The banner at the top says it plainly: the rule matches when ALL of the following conditions are met. There is no "any of these" (OR) — if you need either/or logic, write two rules.

• assign_to (who the rule assigns to) is picked from the team-members dropdown — clear it to leave unassigned. No UUID typing.
• Advanced conditions the builder cannot edit yet are kept as-is (shown in grey) — saving never drops them.

AI triage: three modes#

Triage ("分诊") is the hospital word for sorting patients by urgency — here it means AI reads the ticket, classifies it, and decides how much autonomy it gets:

• AUTO: AI classifies, looks up the data (order tracking, inventory, bills), drafts and sends the reply by itself — best for "where is my order" lookups.
• REVIEW: AI drafts the reply, but it sits in the review queue until a human approves, edits, or rejects it — the safe default for billing disputes and claims.
• HUMAN: AI stays out entirely — the ticket goes straight to the human queue. Use for complaints, urgent tickets, and VIP merchants.

AI auto-links related documents#

When a ticket mentions a document number — SO- (sales order), OO- (outbound order), IR- (inbound receipt), INV- (invoice), RM- (RMA/return) — AI detects it and attaches the document to the ticket. Click to jump straight to that order or bill; no more copy-pasting numbers into search boxes.

The review queue#

1. AI drafts appear in the AI Drafts view: ticket number, subject, draft preview, confidence score, and how long it has waited.
2. Open one to compare side by side: the original message on the left, the editable draft on the right.
3. Send, send-after-editing, or reject back to the human queue (a reject reason helps tune the AI).
4. Good replies can be saved to the knowledge base so future drafts reuse them.

Working with an AI agent on a ticket#

A ticket does not have to belong to a person — you can assign it to an AI agent instead. Open Assign on the detail page and pick the agent under "Assign to AI agent". The ticket joins that agent's queue right away, and everything it does is written into the ticket's handling trail on the same page — agent work, comments and reassignments all on one timeline.

• The assignee column and the detail header show the agent's name with an AI badge. On the list, the handler filter shows only people-handled or only agent-handled tickets.
• When the agent needs a human, the ticket waits in Pending for a person to pick it up — the full history stays on the same ticket, nothing is re-created.
• To hand it back, use "Hand back to agent" on the detail page and write one short note (required: what you checked, what is still missing). The ticket returns to the same agent with the note and the whole trail attached.
• You can reassign to another agent, back to a person, or unassign at any time from the same Assign dialog.

Assigning to an agent: who is eligible#

The assign picker (list bulk action, the assignee cell on a row, and the detail page — all three are the same picker) lists people and AI agents together, each with their open-ticket count. An agent is only assignable when three things hold: it is active, its permission scope covers the ticket category (for example, an agent that can read warehouse stock can take inventory tickets), and — for high-risk categories such as billing — it has passed the high-risk exam line. Agents that fail a check stay visible but greyed out, with the reason written next to the name ("no exam pass yet", "permissions do not cover this category"), so you fix the cause instead of guessing. Bulk assignment accepts agents too and reports a per-ticket result — anything that failed stays selected so you can retry just the failures.

Pools and "Transfer to platform support"#

Your tickets can only go to your own people and your own agents — platform agents (such as the platform support AI) never appear in your picker, and platform tickets likewise only see platform staff. When a ticket really needs the platform team, do not re-create it: open "Transfer to platform support" in the detail page, optionally leave a hand-off note, and confirm. The ticket keeps its number and its full history, your assignment is cleared, and the merchant keeps seeing its status and public replies as usual — only the handling side changes.

What the merchant sees#

• While an AI agent handles the ticket, the merchant portal shows a clear "🤖 AI support is handling this" notice — the AI is never passed off as a human.
• The merchant can ask for a human at any time with the "Request a human" button; the request lands as an internal note on your side.
• Internal notes, assignment changes and agent drafts are never visible to the merchant — only public replies are.

Agent handling timeout (setting)#

Under Tickets → Settings → Auto-assign you can set how long an agent may hold a ticket without handling it: 5–30 minutes, default 10. This batch saves the setting only — the automatic return-to-pool on timeout switches on with the agent handling runtime release, and the settings page says so next to the field. Until then, reassign manually if an agent-held ticket needs to move.