Routing rules for folders

Set up rules to automatically send recordings to the right folder

Routing Rules let you automatically send new screen recordings into the right folder — based on where the video comes from and what tags are attached to the ticket.

It’s a simple way to keep your workspace organized without having to move videos manually, or to route videos to private access folders, so only specific agents can access recordings from certain customers.

How to create a new Routing rule?

To get started, go to the “Folder Rules” section in your settings and click Add New Rule. Give the rule a name, choose a source (eg. Zendesk), enter a ticket tag, and select the destination folder. Then click Create Rule to activate it.

Creating a new Routing rule for folders

You can create as many rules as needed to match how your team works.

👉 Rules only apply to new incoming recordings.

Any video that was created before the rule existed won’t be moved automatically. If you want to organize older videos, you’ll need to move them manually from your library.

👉 Rules are applied in the order they appear in your settings.

If more than one rule applies to a video, the one that comes later in the list will override the earlier one. For example, if Rule 1 sends a video to Folder A, but Rule 5 also matches and sends it to Folder B, the video will end up in Folder B, because Rule 5 was applied after Rule 1.

You can edit, toggle, or delete rules at any time. Changes will only affect future videos.