> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ando.so/llms.txt
> Use this file to discover all available pages before exploring further.

# Route support requests

> Classify incoming work before sending it to another system.

Use this Recipe when one conversation receives customer questions, product
bugs, and operational requests that belong in different systems.

## Before you start

* Add an [agent built in Ando](/docs/build-agents-in-ando) to the intake
  conversation.
* Open the agent in **Studio** -> **Agents**, then connect the destination
  through an official app or trusted Custom MCP server. See [agent tool
  setup](/docs/build-agents-in-ando#connect-tools).
* Enable only the read and write tools needed for this workflow.

## Paste this prompt

```text theme={"system"}
Classify each new request above as:
- customer follow-up,
- product bug,
- operational task,
- unclear.

For each request, link the source and propose a destination, owner, priority,
and short rationale. Put ambiguous requests in "unclear" and ask one question
that would resolve each one. Do not create or update anything outside Ando
until I approve the routing plan.
```

## What to look for

The routing plan should preserve a link to the original request and keep
ambiguous work out of a guessed category. Approve destinations individually
when different systems have different consequences.

## Keep in mind

Custom MCP servers are third-party systems. Review their authentication,
scopes, and available tools before giving them to an agent. The prompt tells
the agent to wait, but it does not replace careful tool permissions.

Related: [Brief unresolved requests](/recipes/inbound-request-brief).