Routing rules for folders

Automatically send new recordings to the right folder.

A routing rule sends new recordings into a folder automatically, based on where the recording came from and which tag is on the ticket. No manual sorting.

Rules are also how you fill a private folder, so matching recordings can only be opened by the people you added to it.

Create a rule

1. Go to Routing Rules for Folder in your settings.

2. Click Add new rule.

3. Name it.

4. Choose a source, for example Zendesk.

5. Enter a ticket tag.

6. Select the destination folder.

7. Click Create rule.

It is active immediately. Create as many as you need, and edit, disable, or delete them at any time.

👉 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.