It lands with the right team
Rules on channel, product, tag, priority or keyword send each conversation where it belongs.
a person triaging the inbox every morningSupport · Routing and response targets
The right person gets it.Before the clock runs out.
Rules send every conversation to the team that should have it, round-robin keeps the load even, and response targets warn you before a promise is broken, not after.
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app.tore.ai/northwind/routing
Example data Example: Northwind's routing board. Three new conversations arrive and each is matched to a rule: Lena on the Onboarding team gets Maya's question about adding a teammate, Dan on Engineering support gets Tom's Slack report of an API error, and Tore AI hands Hana's data-region question to Sarah on the Enterprise team because it is not confident. Meanwhile Priya's conversation drops to 10 minutes before its first-reply target, so Tore warns the team in Slack, with buttons to take it or reassign it.
Nobody sorts the queue.Nobody misses a promise.
Rules do the sorting, the load spreads itself, and the clock is watched for you, including nights and weekends that shouldn't count.
The load stays even
Round-robin hands work out in turn, and skips anyone already at their cap.
the fastest replier getting every ticketYou hear before it's late
A warning arrives while there's still time to answer, and a breach escalates on its own.
finding breaches in the monthly reportWeekends don't count against you
Business hours pause the clock, so a Saturday message isn't a missed target on Monday.
explaining a weekend backlog that wasn't lateRules, targets and warnings.Set once, watched all day.
Routing rules
Say who gets what, in plain conditions.
Match on channel, product, tag, priority or keyword, all or any. Then assign a team, set the priority, add a tag, notify someone or escalate. Rules run in the order you set.
- Five actions: assign a team, set priority, add a tag, notify, escalate
- Rules can apply to one product or to all of them
- Inside a team, round-robin assigns in turn, with a cap per person
settings · routing rules
Example dataRule 2 · Urgent API reportsAllAny
When
ChannelisSlackEmail
ProductisNorthwind API
Keywordcontains500timeoutdown
Then
assign: Engineering support priority: high tag: api notify: #eng-oncall
1Onboarding questions
2Urgent API reports
3Anything tagged bug
4Everything else → General, round-robin
Response targets
A promise for every priority.
Set a first-reply target and a resolution target for each priority, once for everything or per product. Business hours pause both clocks overnight and at weekends.
- Urgent, high, normal and low, each with two targets
- Per-product targets when one product promises more
- The clock pauses outside business hours, and picks up where it left off
settings · response targets
Example dataTargets · all productsbusiness hours on
| Priority | First reply | Resolution |
|---|---|---|
| Urgent | 15m | 4h |
| High | 1h | 8h |
| Normal | 4h | 1d |
| Low | 8h | 3d |
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Clock paused on 6 conversations · resumes Monday 9:00 ET
Warnings and escalation
A heads-up while there's still time.
As a target gets close, the person who has it hears about it. If it's breached anyway, Tore escalates: to a team or an escalation group, with the priority bumped if you choose.
- Notify in Slack, by email or in the app
- Escalate to a team or an escalation group on breach
- Optionally raise the priority when it escalates
TCK-482 · response target
Example dataFirst reply · high · 1hDan · Engineering support
09:1210:02 warn10:12 due
Priya wrote inrouted by rule 3 to Dan
10 minutes leftDan told in Slack 
Tore · direct messagePriya's export question is due a first reply in 10 minutes.
Breached, escalated to Leadspriority high → urgent · email to the Leads group
When the AI hands over
The AI knows when to pass it on.
Handoff rules decide when Tore AI offers a person, whether it does outside business hours, and for which customers. The handover lands in the right team with the conversation and the AI's notes, and anyone can take a thread over at any moment.
- Offer a person when it isn't confident, or when the customer asks
- Choose who gets a person: by plan, by product, at all hours or not
- Take over any conversation mid-thread; the AI steps back
conversation · Hana
Example data
Hana · Northwind WebTake overHana · widgetCan we keep all our data in the EU region? Our legal team is asking.
Handoff rule matched
Whyconfidence below your threshold
Offer a person toPro and Enterprise plans
Whenbusiness hours, else take a message
Route toEnterprise team
Tore AIThat's a good one for our team. I've passed it to Sarah, with everything you've told me so far.
Sarah joined · has the AI's notesTune it
AI offers a person below your confidence thresholdOffer a person business hours onlyOn breach escalate to Leads · priority up
4priorities, each with its own targets
2clocks on every conversation: first reply and resolution
5rule actions: assign, prioritise, tag, notify, escalate
3ways to be warned: Slack, email or in the app
Keep exploring.
Every conversation,to the right person, on time.
Write your first rule and set your targets. The next conversation routes itself.