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Use forwarding rules to decide when a person should take over. Use the blocklist to prevent automatic replies to messages containing specific words.

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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.

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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.

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Test the behavior

1

Save the forwarding rule

In Training → Forwarding rules, add a specific trigger and the expected handoff, then select Save. A successful save confirms that the rule is active.
2

Test the handoff

Open Preview and send a message that clearly matches the trigger. Confirm the agent states that the request was forwarded and the Preview reply is recorded as forwarded.
3

Save a blocked term

Return to Training → Blocklist, add an exact test term that will not match ordinary customer wording, and select Save.
4

Test the blocklist

In Preview, send a separate message containing that exact term. Confirm the message receives no automated reply.
5

Keep only production rules

Remove any temporary test rule or blocked term, save again, and repeat the representative checks for the rules you intend to keep.