Automatic Routing Feature

By leveraging LiveAgent’s ticket system automation rules, you can automatically switch the learning information that the AI references based on the destination and content of incoming emails.

How It Works

Automatic Identification

The system automatically identifies which product or service the inquiry relates to based on the email’s destination address, subject line, keywords in the body, and other factors.

Automatic Knowledge Switching

Based on the identification results, the AI automatically switches the knowledge base it references.

Examples:

  • Email to Product A → References Product A technical information
  • Email to Service B → References Service B manual
  • Email to Department C → References Department C response guidelines

Generate Optimal Responses

Based on the switched knowledge base, the system automatically generates response drafts optimized for that specific product or service.

Examples of Configurable Rules

Routing by Email Address

Routing by Subject/Body Keywords

  • Contains “Product A” → Product A knowledge
  • Contains “return” or “refund” → Return handling knowledge
  • Contains “contract” or “renewal” → Contract-related knowledge

Routing by Language

  • Japanese emails → Japanese knowledge
  • English emails → English knowledge

Benefits

Support for Large-Scale Operations

Even companies handling multiple products and services can automatically generate responses optimized for each one.

Operational Efficiency

There’s no need for staff to manually select knowledge bases, as the appropriate information is automatically referenced.

Consistent Response Quality

Since the appropriate knowledge is used for each product and service, consistent high-quality responses can be maintained.

Flexible Rule Configuration

Flexible rule configuration is possible by department, brand, language, and more. You can design operations that match your business structure.

For specific configuration methods for automation rules, please contact our support team.