Routing Rules

Routing rules let you send different feedback to different destinations based on conditions like category, rating, or custom fields.

How It Works

When feedback arrives:

1. Rules are evaluated in order
2. First matching rule determines the destination
3. If no rules match, default integration is used

Creating Rules

1. Go to Integrations → Routing Rules
2. Click "Add Rule"
3. Configure:
   • Name: Descriptive name
   • Condition: When this rule applies
   • Action: Where to send the feedback

Conditions

Field Types

Operators

Example Rules

Route Bugs to Engineering

IF category equals "bug"
THEN send to #engineering-bugs (Slack)

Urgent Low Ratings

IF rating less than 3
THEN send to #urgent-feedback (Slack)
AND email support@company.com

Feature Requests to Product

IF category equals "feature"
THEN send to #product-ideas (Slack)

VIP Users

IF metadata.plan equals "enterprise"
THEN send to #vip-feedback (Slack)
AND email vip-support@company.com

Checkout Issues

IF pageUrl contains "/checkout"
THEN send to #checkout-bugs (Slack)

Rule Priority

Rules are evaluated top-to-bottom. Drag to reorder:

1. IF rating < 2 → #urgent (highest priority)
2. IF category = bug → #bugs
3. IF category = feature → #features
4. Default → #feedback (catch-all)

Multiple Actions

A single rule can trigger multiple actions:

IF rating equals 1
THEN:
  • Send to #critical-feedback (Slack)
  • Email support@company.com
  • POST to webhook endpoint

Combining Conditions

Create complex rules with AND/OR:

All conditions must match (AND)

IF category equals "bug"
AND rating less than 3
AND metadata.plan equals "pro"
THEN send to #priority-bugs

Any condition matches (OR)

IF category equals "bug"
OR rating less than 2
THEN send to #needs-attention

Testing Rules

Before saving, test your rules:

1. Click "Test Rule"
2. Enter sample data
3. See which rules would match

Default Behavior

If no rules match:

• Feedback goes to your default integration channel
• If no default is set, no notification is sent
• Feedback is still stored in your inbox

Managing Rules

Edit Rule

1. Click on the rule
2. Modify conditions or actions
3. Save

Disable Rule

1. Toggle the rule's "Enabled" switch
2. Rule is skipped during evaluation

Delete Rule

1. Click the ⋯ menu
2. Select "Delete"
3. Confirm

Best Practices

1. Start simple: Begin with 2-3 rules
2. Use default fallback: Ensure nothing gets lost
3. Test thoroughly: Use the test feature
4. Review regularly: Adjust as your needs change
5. Document purpose: Use descriptive rule names

Troubleshooting

Feedback Going to Wrong Channel

1. Check rule order (priority)
2. Verify condition values match exactly
3. Test with sample feedback
4. Check for conflicting rules

No Notifications

1. Verify at least one rule matches
2. Check default integration is configured
3. Confirm integrations are connected

Next Steps