Tags and Rules

Simple routing is easier to trust and easier to maintain. If your team cannot explain a rule quickly, it is usually too complex.

Tags

A tag should represent a real handling difference. If two categories are handled the same way, keep one tag.

Starter examples:

1. billing_question
2. billing_dispute
3. account_access_risk

Rules

A good rule can be explained in one sentence. Keep rules specific and avoid overlap where possible.

Build Order

1. Group real conversations by handling outcome.
2. Define a small tag glossary.
3. Add one sensitive escalation rule.
4. Add one fallback rule.
5. Test and adjust one rule at a time.

If Something Is Off

Same case routes differently

Look for overlapping tags or conflicting priorities.

Escalation volume is noisy

Narrow broad tags and loosen over-strict conditions.

Sensitive cases are missed

Make sure sensitive rules outrank generic rules.

Cleanup Habit

Monthly:

1. Merge redundant tags.
2. Remove stale rules.
3. Re-test sensitive paths.

Next Step

Continue with Connector Overview.