Assignment and routing
How tickets find an owner — intent-based team routing and round-robin assignment.
On this page
Two independent decisions
Routing answers which team should handle this. Assignment answers which person. They happen at creation, in that order.
Team routing by intent
Every inbound message is classified, and the intent maps to a team:
| Intent | Team |
|---|---|
| Order status, shipping, delivery | Support |
| Refund, billing, payment | Billing |
| Product questions, pre-sales | Sales |
| Everything else | Support |
Money intents route to Billing and are always escalated to a human — the AI never resolves a refund on its own, whatever your confidence threshold says.
Round-robin assignment
If your workspace has more than one assignable agent, tickets are distributed in rotation.
The rotation cursor lives on the server and is advanced inside a transaction. That detail matters at volume: two tickets arriving in the same instant on different servers cannot both take the same slot, so work stays evenly spread instead of piling on one person during a spike.
If there is only one candidate, they get everything. If there are none, the ticket stays unassigned in the queue.
Reassignment
Reassign from the ticket header. Reassignment does not reset the SLA clock — the customer has been waiting since the message arrived, regardless of how many agents have touched it.
Automatic reassignment on breach
When a ticket breaches its first-response SLA with no reply, Kognit raises its priority and reassigns it to a different agent. The reasoning is simple: the current owner has demonstrably not picked it up, so putting it back in front of the same person is unlikely to help.
Turning routing off
If you prefer a pull model — agents claiming work from a shared queue — leave tickets unassigned and let the team self-serve. The SLA clock still runs, so breaches still surface.
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