Use forwarding rules to decide when a person should take over. Use the blocklist to prevent automatic replies to messages containing specific words.
Forwarding rules
Open Agents, choose an agent, select Training, and find Forwarding rules.
Jaaxis already forwards when a customer asks for a person, is clearly unhappy, needs an unavailable action, or sends content the agent cannot read. Add business-specific cases, for example:
- Orders above a value require a custom quote.
- Medical, legal, or financial decisions require a qualified teammate.
- Refund exceptions must be reviewed by a manager.
- VIP customers should be routed to a named team.
Write both the trigger and the expected next step. Avoid broad rules such as “forward difficult questions,” which are hard to apply consistently.
Blocklist
The Blocklist checks incoming messages. If a message contains a listed word, the agent does not respond automatically.
Add words one at a time or paste a comma-separated list. Use exact, meaningful terms and review them for accidental matches.
A broad blocked word can silence legitimate customer messages. Test common phrases after changing the list.
Test the behavior
