WorkerKitJoin the waitlistAI workers for Routing & Escalation
AI workers for routing send each item to the right owner or queue and escalate when needed. WorkerKit controls which systems and people they may assign to.
- Internal Request Router Decision model Labels incoming requests for IT, HR or Finance and escalates requests needing private handling.
- GitHub Issue Triage Decision model Reads a repository's open issues and decides what each one is, how badly it hurts, and whether it needs a maintainer.
- Sheets Feedback Router Decision model Returns a recommended handling category for each customer-feedback row in a spreadsheet.
What is a Routing & Escalation AI worker?
A routing AI worker is an AI agent set up to run the routing and escalation job unattended, reading each item, deciding who or which queue should own it, and assigning or escalating accordingly. It typically touches Jira and Linear issues, HubSpot and Salesforce records, Gmail and Outlook mail, and Slack, assigning only within the teams and permissions you approve.
What these workers do
Assign Jira issues to the right team
Reads each new Jira issue, decides which team owns it by component and content, and sets the assignee so nothing waits in an unowned backlog.
Route inbound mail to a queue
Reads incoming Outlook mail and forwards or tags each message to the correct department queue so support, sales, and billing get only their own.
Escalate stalled HubSpot deals
Spots high-value HubSpot deals stuck without progress and escalates them to a manager so big opportunities get senior attention in time.
Hand off Slack requests to owners
Reads requests in a Slack help channel and pings the right owner by topic, so questions reach someone who can actually answer them.
How a Routing & Escalation AI worker runs
What it connects to
When it runs
What stays under your control
Routing & Escalation questions, answered.
How is a routing AI worker different from triage?
Routing decides who owns an item and assigns it, triage decides how urgent it is. A routing worker sends a Jira issue to the right team or escalates a stuck deal to a manager. A triage worker instead labels urgency for a human to act on. Routing is about ownership, triage is about priority.
Can a routing worker reassign issues on its own?
Yes, if you grant assignment permission, and only within the teams you scope. A routing worker sets the assignee on Jira or Linear issues you allow it to touch. WorkerKit can also keep it in tag-only mode so it suggests an owner without reassigning, until you turn on the write.
How does a routing worker decide where to escalate?
It follows the escalation rules you write, matching an item's value or age to the right level. You describe when something jumps to a manager, a high-value HubSpot deal gone quiet, and the routing worker applies that rule. It escalates only to the people you approved, and every escalation is logged.
Will a routing worker assign work to the wrong team?
It routes only within the teams and queues you scope, so it cannot assign outside them. WorkerKit binds a routing worker to specific projects and owners, and per-entity scope blocks anything else. If your rules are clear, it routes correctly, and every assignment is recorded so mistakes are easy to trace.