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Configure routing on every terminal option. A branch only displays its sub-menu, so its own handling and priority settings do not run.

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Choose who handles the ticket

Under Who handles this?, select one destination:
  • AI answers lets the agent respond using the workspace knowledge base. If the option includes a form, the submitted answers become the first question. Without a form, the bot posts Reply after choosing and waits for the customer’s message.
  • Your team hands the ticket to human support and moves it into an escalated state. Use Reply after choosing to tell the customer what happens next.
Selecting Your team does not assign a specific teammate or work role in the Ticket Flow editor. Assignment is handled separately from this choice.

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Set the starting priority

Under Routing, choose Low, Normal, High, or None. The value is applied when the customer completes that option. It appears on the ticket in the inbox and can be used by support workflows such as priority filters and notifications. None leaves the ticket without a priority from intake. Set priority from the urgency of that path, not from how often it is selected. For example, a security incident path may start as High, while general feedback may start as Low. Admins can still change a ticket’s priority later from the inbox. Before saving, select each endpoint on the canvas and verify its handling badge, priority badge, form, and follow-up in Discord preview.