Overview
The hTech AI Ticket Assistant includes an Auto-Routing system that automatically assigns tickets to the correct department based on detected tags. When the AI analyzes a ticket, it generates one or more tags that describe the topic. Tag Routing Rules allow you to map those tags to specific departments and choose how the AI should respond when a match is found.
What Are Tags?
Tags are keywords extracted from the customer’s message. Examples include:
- billing
- refund
- login issue
- email blocked
- slow connection
Tags make it easier to categorize tickets, route them, and generate analytics on your dashboard.
What Is Auto-Routing?
Auto-Routing lets you send tickets to the correct department automatically based on the tags the AI detects.
For example:
- Tag "billing" -> Route to Billing Department
- Tag "signup" -> Route to Sales Department
- Tag "configure" -> Route to Technical Support
This reduces workload on staff and ensures faster replies for customers.
Where to Configure Tag Routing Rules
You can manage routing rules inside the module:
- Go to WHMCS admin
- Select Addons
- Click "hTech AI Ticket Assistant"
- Open the "Ticket Dashboard", then go to the "Tag Base Routing Rules."
Creating a Routing Rule
To create a new routing rule:
- Click "Add Route" or "New Tag Rule"
- Enter the tag you want to match
- Select the target department
- Choose the Auto Mode behavior
- Save the rule
Auto Mode Options
Each routing rule includes an Auto Mode setting that controls how AI behaves once the tag matches.
- Auto Reply – The AI will reply automatically after routing the ticket.
- Suggest – The AI creates an internal suggestion; staff approve the final response.
- Off – The ticket is routed, but AI reply is disabled for that message.
This gives you fine control over how automated each department should be.
Examples of Useful Routing Rules
Billing Issues
- Tag: billing
- Department: Billing
- Auto Mode: Suggest (recommended)
Refund Requests
- Tag: refund
- Department: Billing
- Auto Mode: Off (manual approval only)
Tech Support – Device Specific
- Tag: VPS Server
- Department: Support
- Auto Mode: Auto Reply
New Customer Setup
- Tag: setup
- Department: Sales or Onboarding
- Auto Mode: Auto Reply
How Routing Works During Ticket Processing
When a customer submits a message, the AI does the following:
- Reads the message and determines the main topic.
- Extracts one or more tags from the text.
- Checks if any tag matches a routing rule.
- If matched:
- Moves the ticket to the assigned department
- Applies the Auto Mode behavior (Off, Suggest, or Auto Reply)
- Logs the routing event in the AI Logs section
If no routing rule matches, the ticket remains in its original department.
The AI will tag it and provide the tags it used at the top of the ticket so rules can be created.
Best Practices for Routing Rules
- Use simple, common tags like billing, login, device, refund.
- Ensure each tag routes to the most relevant department.
- Avoid creating too many similar tags (billing, bill, bills).
- Use Suggest mode for sensitive areas like payments or account changes.
- Use Auto Reply for predictable technical issues or common questions.
Testing Your Routing Rules
After creating a rule:
- Create a test ticket containing the tag word naturally in a sentence.
- Allow the AI to process the message.
- Verify the ticket moved to the correct department.
- Confirm the configured Auto Mode behavior was applied.
If the rule does not trigger, make sure the tag is spelled exactly as configured.
Summary
Tag Routing Rules allow the AI to classify and route tickets automatically, saving time and improving response accuracy. By creating smart rules and assigning proper departments and behaviors, your support workflow becomes faster, more organized, and more efficient.
If you need help designing your routing structure, feel free to open a support ticket.