Routing
Routing rules determine what happens when a message is classified. Map intents to actions — template responses, integration calls, escalations, or multi-step pipelines.
Action Types
| Type | Description |
|---|---|
mcp_action | Call an integration (GitHub issue, Slack message, etc.) |
template | Send a pre-written response with variable interpolation |
escalate | Route to a human agent |
none | Classify only, no action |
Template Variables
Use these in response templates:
| Variable | Value |
|---|---|
{{intent}} | Classified intent |
{{confidence}} | Confidence percentage |
{{message}} | Customer's message |
{{channel}} | Channel type |
{{priority}} | Priority level |
{{app_url}} | Your app URL |
{{fields.key}} | Collected field values |
Multi-Action Pipelines
Chain actions together:
json
[
{"type": "mcp_action", "provider": "github", "config": {"labels": "bug"}},
{"type": "mcp_action", "provider": "slack", "config": {"channel": "#alerts"}},
{"type": "template", "template": "We've filed a ticket and notified the team."}
]escalate_human is terminal — nothing can follow it.
Priority Filtering
Only trigger rules for specific priority levels:
json
{"priority_filter": ["high", "critical"]}If no filter is set, the rule fires for any priority.
Collect Fields
Collect information from the customer before executing:
json
[
{"key": "email", "label": "Your email", "type": "email", "required": true},
{"key": "description", "label": "Details", "type": "text", "required": false}
]Supported types: email, number, text, tel
MCP Tools
| Tool | Description |
|---|---|
supp_triggers | List your custom triggers |
supp_trigger_get | Get single trigger details |
supp_trigger_create | Create a new routing rule |
supp_trigger_update | Update a rule |
supp_trigger_delete | Delete a rule |
supp_trigger_simulate | Dry-run (no side effects) |
supp_trigger_execute | Execute actions for real |
supp_routing_list | View full routing table |
supp_routing_bulk | Bulk update multiple intents |
supp_routing_category | Configure entire categories |
Bulk Configuration
By Intent List
text
supp_routing_bulk(
intents: ["bug_report", "crash_report", "performance_issue"],
action: "mcp_action",
config: {provider: "github", labels: "bug"}
)By Category
text
supp_routing_category(
categories: ["billing_payment"],
action: "mcp_action",
config: {provider: "slack", channel: "#billing"}
)All Intents
text
supp_routing_category(
categories: ["all"],
action: "template",
config: {response_template: "Thanks for reaching out. We'll get back to you shortly."}
)Up to 500 intents per batch request.