Exception Routing

Learn how to configure assignment and notification rules for exceptions in Kognitos.

Overview

Exception routing is a process configuration setting. It allows agent admins to configure assignment and notification rules for exceptions. When a process encounters an exception (a question requiring guidance), these rules ensure that the right person is automatically assigned to handle it and that the appropriate team members are notified.

Configuration

Agent admins can configure exception routing for a given process, including the following settings:

Exception Assignment	Specifies who is automatically assigned to handle exceptions.
Email Notifications	Specifies who receives email alerts when exceptions need guidance.

How to Configure Exception Routing

Follow these steps to configure exception routing for a process:

1

Select a Process

Navigate to Processes and click on the process to be configured.

2

Exception Routing

Click on the three-dot menu ⋮ in the top-right and select Exception Routing.

The process must be in draft mode. If the process is published, click Edit first.

Exception Routing Menu Option

3

Exception Configurations

Configure the following details, which may be updated at any time:

Field	Description
Exception Assignee (Required)	The user(s) to assign to handle exceptions for this process. At least one user is required.
Notify Members (Optional)	The user(s) to notify via email when exceptions need guidance. This is optional and may be left blank.

Only collaborators of the agent can be selected as assignees.

To add additional users, go to Settings → Invite Users → Add Collaborator.

Exception Configurations

4

Save and Publish

Press Save to apply your configuration changes. Then, publish your process to make the changes live.

Examples

1. Basic Assignment

In this example, exceptions go to the process creator with no notification recipients.

Exception Assignee	[email protected] (Process Creator)
Notification Recipients	None

2. Specialized Handler with Team Notifications

Here, exceptions are assigned to the process creator while the team lead and backup get email notifications.

Exception Assignee	[email protected] (Process Creator)
Notification Recipients	[email protected], [email protected]

3. On-Call Assignment

Here, the current on-call person is assigned exceptions while the manager stays informed through email notifications.

Exception Assignee	[email protected] (current on-call person)
Notification Recipients	[email protected]