Routing & assignment
When a conversation becomes a ticket, Lira decides three things: which queue it belongs in, which team owns it, and which person works it.
1. Classification
Every ticket is classified by the AI before routing. Classification produces:
- Category —
billing_payments,account_access,technical_issue,sdk_integration,compliance_fraud,product_enquiry,complaint,other - Priority —
urgent,high,medium,low - Security flags — set when the conversation touches fraud, legal or privacy
- Language and product area
2. Queue selection
The category maps to a queue. Security flags override everything — a ticket with a security flag goes to the Security queue regardless of its category.
Every organization gets six queues by default:
| Queue | Handles |
|---|---|
| Triage | other, complaint — and anything the classifier was not confident about |
| Billing | billing_payments |
| Account Access | account_access |
| Technical Support | technical_issue, sdk_integration |
| Security & Compliance | compliance_fraud |
| Product Questions | product_enquiry |
You can rename queues, change which categories map to them, and add your own.
3. Team ownership
A ticket is also assigned to a team, defaulting to Support, based on the same AI category. The team's members are emailed so a human knows the ticket exists.
Team assignment only happens when the ticket has no team yet. That means a manual reassignment is never silently overwritten, and a re-route does not re-notify everyone.
4. Person assignment
Assignment to an individual is handled by a background worker using agent availability. Each agent has an availability record you manage in Support → Teams, and a ticket can always be reassigned by hand from the ticket view.
SLA attachment
Routing also attaches the SLA policy — the most specific policy matching the ticket's priority, tier, category and queue.
Audit
Every routing and assignment change is written to the ticket's event history with the actor (system, agent, assistant, visitor or integration) and a reason. Support → Tickets → (ticket) → History shows the full trail, and it is included in audit export.
Not supported yet
Stated plainly:
- No rule builder for routing. Category-to-queue mapping is configurable, but there is no if/then rule editor with arbitrary conditions, time delays or chained actions.
- No skills-based or load-balanced assignment strategies (round-robin, least-busy) — assignment uses availability, then manual reassignment.
- No macros or canned replies. Agents write replies, with the AI's draft as a starting point.