Settings
System configuration and integration status
Agent Control
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Email Routing
Configure who receives review notifications for each ticket type. Each reviewer gets an email with one-click Approve, Request Revision, and Escalate links — no login required.
Department Routing
Automatically move tickets to the correct Zoho Desk department after triage. Enter the Zoho Department ID for each route and select which categories trigger it.
Find Department IDs in Zoho Desk → Setup → Departments. Leave the ID blank to disable routing for that rule.
Agent Briefing
Instructions injected into every draft prompt. Use this to define tone, special rules, or product-specific guidance the agent must always follow.
Company Policies
T&C and Privacy Policy references injected into drafts when relevant. Paste the URL or the policy text directly — text takes priority over URL if both are provided.
Auto-Close Rules
Configure when the agent should propose closing a ticket. The agent checks hourly. With approval required (default), you get an email before anything is closed.