I am trying to set up routing for new incoming conversations/tickets based on the skills we have set up in our account and assigned to our agents.
There really should be an option where HubSpot’s AI can search the body of the email for chosen key words, which can then be used for routing.
Example, if someone mentions opening an account in an incoming email, the AI should be able to recoginze those keywords and based on the rulset, assign to the corresponding agent.
As of right now, the closest way to do this is through the Subject of the email. However, if you have custom objects set up, this option is no longer available.
In order to make HubSpot versatile, these options should be available for both pre-set and custom objects.