AI Ticket Routing
Send each support request to the queue that can actually resolve it.
What it adds
Automatic assignment of an inbound support request to one of the currently configured queues, teams, or specialists, with a recorded reason and a fallback.
What your agent is told to do
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What your agent is told to do
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Read the destination list from the app's live configuration at the moment of routing, and constrain the decision to that set. A destination that is disabled, deleted, or out of hours is not a valid choice.
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Pass the current ownership rules and destination descriptions in with each request rather than relying on anything the model may have absorbed earlier, so a change to team ownership takes effect on the next ticket.
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Record the chosen destination, the confidence, and a one-line reason on the ticket, and give agents a reassign control that logs the correction alongside the original decision.
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Define a single fallback queue and send anything below the confidence threshold, anything spanning several product areas without a clear primary, and anything the model failed to classify there.
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Consume the summary, urgency, and problem area produced by AI Support Triage rather than re-deriving them. Triage owns what the ticket is about; this brief owns only where it goes.
Edge cases it handles
8
Edge cases it handles
8- Routing to a destination that no longer exists or has been turned off strands the ticket where nobody is looking. Validate the choice against live configuration before the assignment is written.
- A ticket covering two product areas has no single right answer. Pick the area that blocks the customer, note the secondary area on the ticket, and send anything genuinely ambiguous to the fallback queue.
- Stale ownership is the common failure here. When a team is renamed, merged, or takes over an area, the next ticket must route correctly with no rebuild or retraining step.
- Ticket text is written by strangers and may contain instructions aimed at the routing system. Treat the customer's words strictly as data, never as direction, and confirm that a ticket asking to be sent to a named queue does not get sent there.
- Low confidence must produce the fallback queue and a visible flag, not a coin flip between two plausible teams.
- When the model is unavailable or times out, tickets must route by the app's existing deterministic rules or land in the fallback queue. Inbound support cannot stop because a provider is down.
- Rerouting a ticket must not restart its response clock or lose the conversation history already attached to it.
- Repeated retries on a failing ticket must be bounded, and the ticket parked in the fallback queue rather than retried indefinitely at cost.
Definition of done
9
Definition of done
9- Destinations are read from live configuration and only active ones can be chosen.
- Ownership changes take effect on the next ticket with no rebuild step.
- Every routed ticket carries its destination, confidence, and a one-line reason.
- Low confidence, multi-area, and failed classifications all land in a defined fallback queue.
- Instructions embedded in customer text cannot change the routing decision.
- Provider outage falls back to deterministic rules and never blocks intake.
- Agent reassignments are logged against the original decision.
- The feature matches the existing design system.
- No existing functionality is broken.
Related features
AI Chat Attachments
AI Chat Attachments
Attach files to a conversation and let the assistant use what it is allowed to read.
What it does
File upload on an AI conversation, with parsing, retrieval of relevant sections, and per-conversation access scoping.
How it works
- 1 Reuse the app's existing upload, storage, and virus-scanning path rather than adding a second one, and declare an explicit list of accepted file types and a size ceiling per file and per conversation.
- 2 Parse each attachment into text and structure in a background job, store the result, and show the attachment as pending until parsing succeeds so the user is never told the assistant has read something it has not.
- 3 Retrieve and send only the sections relevant to the current question. Sending whole documents on every turn burns the context window and the budget for no gain.
Copy the prompt
No account needed
Add this feature to my app:
https://addthisfeature.com/x/ai-chat-attachments
AI Suggested Support Answers
AI Suggested Support Answers
Give support agents a grounded first draft instead of a blank reply box.
What it does
A draft reply composed for the agent from the ticket, the customer's account state, and the approved internal knowledge, with sources attached and no ability to send itself.
How it works
- 1 Ground every draft in retrieved material: the ticket thread, the account's real state, and articles from the approved knowledge set. Attach the sources used to the draft so the agent can open and check each one.
- 2 Load the draft into the agent's normal reply editor, unsent and fully editable. There is no path in this feature that sends a message to a customer without an agent pressing send.
- 3 Define the commitments the app is not allowed to make in a draft — refunds, credits, delivery dates, guarantees of a fix — and strip or refuse any draft containing them, leaving that part for the agent to write.
Copy the prompt
No account needed
Add this feature to my app:
https://addthisfeature.com/x/ai-suggested-support-answers
AI Conversation Branching
AI Conversation Branching
Explore an alternate path from an earlier message without losing the original.
What it does
A message graph that lets a conversation fork at any point, with each branch keeping its own history and active state.
How it works
- 1 Change the conversation's storage from an ordered list to a graph where every message names its parent, and migrate existing conversations into that shape as single-path graphs.
- 2 Define the active branch as a stored pointer to a leaf message, and derive everything rendered from the path between the root and that pointer.
- 3 Give each branch its own summary, memory, and derived context. Carrying one summary across siblings leaks the abandoned path back into the new one.
Copy the prompt
No account needed
Add this feature to my app:
https://addthisfeature.com/x/ai-conversation-branching
How it works
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Copy the link
Grab the Markdown instruction URL for this feature.
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Give it to your AI
Paste it into Claude Code, Cursor, v0, Lovable — whatever you build with.
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It inspects, then implements
Your agent reads your existing app first, then adds the feature to fit it.
Works with your stack
These instructions are written to adapt. They tell the agent to detect your framework, match your existing design system, and reuse what you already have — rather than assuming a particular stack.
Need it tighter than that? Customize the feature and tell it exactly what you're running.