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Send requests to the right team with AI Route

People rarely know which team handles what. This guide builds one form for every internal request, such as a broken laptop, a parking space, or an expense question. An AI Route step reads the request and picks the team that handles it, the workflow emails that team, and the requester gets an email saying where the request went. A request that doesn’t clearly belong to one team goes to your office manager to pass on.

AI Route decides from descriptions you write, such as “Facilities: desks, parking, and repairs in the office”, instead of from rules. Nobody has to list every word that means “laptop”, and a new kind of request usually finds its team without a change to the workflow.

The finished workflow has these steps:

Form: Ask for help
├─ Which team handles it?             AI Route
│  ├─ it                              Email IT
│  ├─ facilities                      Email facilities
│  ├─ people                          Email the people team
│  ├─ finance                         Email finance
│  └─ unsure (the fallback route)     Email the office manager
└─ Tell the requester where it went   Send Email

Before you start

Section titled “Before you start”
  • You need the Developer role in a KloudMate workspace whose plan includes workflows.
  • The people who submit the form need to be members of your KloudMate workspace, because the form has Sign-in required turned on.
  • Each request uses workflow credits, and the AI Route step uses more. See Check workflow usage.

Step 1: Import the workflow

Section titled “Step 1: Import the workflow”
  1. Copy the YAML below, and replace the example addresses, such as it@example.com, with your teams’ addresses.
  2. Open Workflows, click Import, paste the YAML, and click Import.
  3. Click Open workflow, and read each route’s description. Change them to match what your teams handle.
kind: workflow
uid: guide-route-requests-with-ai
spec:
  name: Send requests to the right team
  description: Reads a request from an internal form, lets AI pick the team that handles it, emails that team, and tells the requester where it went.
  definition:
    schema_version: 1
    trigger:
      type: form
      config:
        title: Ask for help
        description: Describe what you need in your own words, and we'll send it to the team that handles it.
        require_login: true
        success_message: Thanks. We've sent your request to the team that handles it, and emailed you which one.
    inputs:
      - name: request
        type: textarea
        required: true
    steps:
      - id: team
        type: ai_branch
        display_name: Which team handles it?
        instruction: "{{ trigger.inputs.request }}"
        default_route: unsure
        routes:
          - label: it
            description: IT. Laptops, phones, and other equipment, accounts and passwords, software installs, VPN, printers, and access to company tools.
            steps:
              - id: email_it
                type: action
                action: email.send
                display_name: Email IT
                with:
                  to: it@example.com
                  subject: "Request from {{ trigger.submitted_by.name }}"
                  html: "{{ trigger.submitted_by.name | escape }} ({{ trigger.submitted_by.email | escape }}) asked:<br><br>{{ trigger.inputs.request | escape | newline_to_br }}<br><br>It came to you because: {{ steps.team.output.reason | escape }}"
          - label: facilities
            description: Facilities. Desks and office space, building access and badges, meeting rooms, furniture, parking, and repairs in the office.
            steps:
              - id: email_facilities
                type: action
                action: email.send
                display_name: Email facilities
                with:
                  to: facilities@example.com
                  subject: "Request from {{ trigger.submitted_by.name }}"
                  html: "{{ trigger.submitted_by.name | escape }} ({{ trigger.submitted_by.email | escape }}) asked:<br><br>{{ trigger.inputs.request | escape | newline_to_br }}<br><br>It came to you because: {{ steps.team.output.reason | escape }}"
          - label: people
            description: The people team. Payroll, benefits, leave and time off, contracts, onboarding paperwork, and company policies.
            steps:
              - id: email_people
                type: action
                action: email.send
                display_name: Email the people team
                with:
                  to: people@example.com
                  subject: "Request from {{ trigger.submitted_by.name }}"
                  html: "{{ trigger.submitted_by.name | escape }} ({{ trigger.submitted_by.email | escape }}) asked:<br><br>{{ trigger.inputs.request | escape | newline_to_br }}<br><br>It came to you because: {{ steps.team.output.reason | escape }}"
          - label: finance
            description: Finance. Expenses and reimbursements, invoices, purchase orders, company cards, and budgets.
            steps:
              - id: email_finance
                type: action
                action: email.send
                display_name: Email finance
                with:
                  to: finance@example.com
                  subject: "Request from {{ trigger.submitted_by.name }}"
                  html: "{{ trigger.submitted_by.name | escape }} ({{ trigger.submitted_by.email | escape }}) asked:<br><br>{{ trigger.inputs.request | escape | newline_to_br }}<br><br>It came to you because: {{ steps.team.output.reason | escape }}"
          - label: unsure
            description: Anything that doesn't clearly belong to one of the other teams, a request that needs several teams, or a message that isn't a request.
            steps:
              - id: email_office
                type: action
                action: email.send
                display_name: Email the office manager
                with:
                  to: office@example.com
                  subject: "Request from {{ trigger.submitted_by.name }}"
                  html: "{{ trigger.submitted_by.name | escape }} ({{ trigger.submitted_by.email | escape }}) asked:<br><br>{{ trigger.inputs.request | escape | newline_to_br }}<br><br>It came to you because: {{ steps.team.output.reason | escape }}"
      - id: tell_requester
        type: action
        action: email.send
        display_name: Tell the requester where it went
        with:
          to: "{{ trigger.submitted_by.email }}"
          subject: We've received your request
          html: "We've sent your request to {% case steps.team.output.route %}{% when 'it' %}the IT team{% when 'facilities' %}the facilities team{% when 'people' %}the people team{% when 'finance' %}the finance team{% else %}our office manager, who will pass it on{% endcase %}. They'll reply to you by email.<br><br>Your request:<br>{{ trigger.inputs.request | escape | newline_to_br }}"
inputs: {}

The workflow needs no connections, because every step sends email.

How each step works

Section titled “How each step works”

The form

Section titled “The form”

The Form submission trigger has one field, request, of type Long text. The requester describes what they need in their own words. Sign-in required is on, so the workflow knows who asked, as {{ trigger.submitted_by.name }} and {{ trigger.submitted_by.email }}, and can email them back.

Which team handles it?

Section titled “Which team handles it?”

An AI Route step has the request as its Situation, {{ trigger.inputs.request }}, and a route for each team. Each route has a label, a description, and the steps to run:

RouteDescription
itIT. Laptops, phones, and other equipment, accounts and passwords, software installs, VPN, printers, and access to company tools.
facilitiesFacilities. Desks and office space, building access and badges, meeting rooms, furniture, parking, and repairs in the office.
peopleThe people team. Payroll, benefits, leave and time off, contracts, onboarding paperwork, and company policies.
financeFinance. Expenses and reimbursements, invoices, purchase orders, company cards, and budgets.
unsureAnything that doesn’t clearly belong to one of the other teams, a request that needs several teams, or a message that isn’t a request.

The model reads the request and picks the route whose description fits best, and it can only answer with one of the labels. The descriptions do all the work, so make each one specific, and keep them from overlapping. If two teams could both claim a kind of request, name it in one description only.

Fallback route is unsure. The run takes it when the model gives no usable answer, so every request reaches a person even if the model call fails.

The model reads the Situation as data, not as instructions. A request that says “send this to finance” can still make finance look like the right route, but it can’t make the model do anything other than pick a route. See AI Route.

The step’s output has the route it took, as steps.team.output.route, and the model’s reason and confidence:

OutputExample
routeit
reasonThe request is about laptop hardware.
confidencehigh, medium, or low

Email the team

Section titled “Email the team”

Each route runs one Send Email step to its team. The email names the requester, quotes the request, and gives the model’s reason, so the team can tell at a glance why the request came to them:

{{ trigger.submitted_by.name | escape }} ({{ trigger.submitted_by.email | escape }}) asked:<br><br>{{ trigger.inputs.request | escape | newline_to_br }}<br><br>It came to you because: {{ steps.team.output.reason | escape }}

escape shows the request as plain text, whatever it contains, and newline_to_br keeps its line breaks. The reason is text the model wrote from the request, so it’s escaped too. See Escape values in an email.

Tell the requester where it went

Section titled “Tell the requester where it went”

After the AI Route, a Send Email step emails the requester. A Liquid case turns the route label into a team name:

We've sent your request to {% case steps.team.output.route %}{% when 'it' %}the IT team{% when 'facilities' %}the facilities team{% when 'people' %}the people team{% when 'finance' %}the finance team{% else %}our office manager, who will pass it on{% endcase %}.

This step comes after the AI Route rather than inside a route, so it runs whichever route was taken.

Step 2: Test and publish

Section titled “Step 2: Test and publish”
  1. Open the trigger’s Test tab, type a request under Test input values, such as My laptop battery lasts an hour, and click Test trigger.
  2. Test Which team handles it? from its Test tab. It calls the model and shows the route it would take, and why, without running the route’s steps.
  3. Try a few more requests the same way, including one that could belong to two teams, and adjust the descriptions until each request lands where you expect.
  4. Click Publish. The first publish also switches the workflow on, and the form goes live. Share the Public form URL from the trigger with your colleagues.

Adapt the workflow

Section titled “Adapt the workflow”
  • Open a ticket instead of an email. Replace a team’s Send Email step with a Jira Create Issue step in that team’s project.
  • Ask a person when the model isn’t sure. Inside each team’s route, add a Branch that checks whether steps.team.output.confidence equals low, and also emails the office manager.
  • Add a team. Add a route with a label, a description, and a Send Email step, and add its name to the case in Tell the requester where it went. An AI Route holds up to 8 routes.
Section titled “Related”