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Decide who handles each kind of request.

Write down your routing and review rules before configuring automation. Available settings depend on your Replofy setup.

IN THE WORKSPACE

Define and test a human handoff

Open Safety and use When to involve your team to define exceptions. Save the rules before testing a conversation.

AI SettingsAura agent settings
RepliesAuto-replyTest chatSkillsAPI Key

Name & instructions

Choose how your assistant introduces itself.

Basics

The name and greeting customers see.

Instructions

Tell your assistant how to help customers.

Use the controls yourself, or watch the cursor.

Example data. These controls demonstrate the Helpdesk workflow without changing your workspace.

Define a rule in four parts.

  1. Situation:

    What has happened or what the customer is asking for.

  2. Condition:

    What makes this request different from the standard case.

  3. Next step:

    Who should handle it and what they should do.

  4. Review:

    How you will check that the rule works as intended.

Start with common exceptions.

  • Billing question: Route it to the team authorised to handle billing.
  • Missing information: Ask for the detail needed before giving an answer.
  • Unclear policy: Have a person check the case and flag the knowledge gap.
  • Customer asks for a person: Provide a clear handoff.
  • Test a normal request, an exception, and overlapping rules. Confirm supported triggers and actions during setup; these examples describe a process, not a guarantee of automatic execution.