How to automate request routing

Manual request routing is a bottleneck: someone reads each request, decides who should handle it, and forwards it — adding delay and inconsistency to every handoff. Automated routing removes that bottleneck: the system classifies the request and routes it without a human in the middle.

What's covered

• 1Classification system design: how to define the request categories and owners that drive routing
• 2AI classification prompt: the prompt that reliably classifies requests from form submissions or email
• 3Routing rule configuration: how to build routing logic that handles exceptions and ambiguous cases
• 4SLA trigger: how to start the response clock automatically and send routing confirmations