Routing & Intents
Define what happens when Supp classifies a customer message. Each routing rule maps one of 315 intents to an action: send a template, trigger an integration, escalate to a human, or do nothing.
How Routing Works
1. A customer sends a message through the widget or API.
2. Supp classifies the intent (e.g. password_reset) with a confidence score.
3. If confidence exceeds the threshold you set, the routing rule fires.
4. The configured action executes: send a response template, create a Linear issue, post to Slack, etc.