Today, Enate's AI classification can automatically categorize and route incoming tickets. For most teams this is exactly what they want — but some routes are already handled by trusted static or rule-based logic, and in those cases you may prefer that decision to stand without AI stepping in.

This enhancement gives you that control. We're adding a new option on email routes called "Don't override by AI." When enabled for a route, any ticket triaged by that rule will keep its rule-based classification, and Enate will skip sending it to the AI classification service entirely.

What this means for you:

You stay in control of routing. Use AI classification broadly, while protecting specific routes where your own rules should always win.

No disruption to how things work today. The new option is switched off by default, so AI classification continues to behave exactly as it does now unless you choose to change it.

Nothing changes for your existing setup. All current routes will carry the option in its off state, so there's no impact on live configurations when this ships.