• TRIAGE
  • IN PROGRESS
  • ESCALATED
  • HUMAN REVIEW

How to route support tickets with your AI

Connect your agent to Pipefy once. From there, you can direct traffic through your workflows using natural language.

Ask AI about this page

Short answer

How do I route support tickets with my AI?

Your agent uses Pipefy tools to scan your cards and shift them between phases based on your instructions. You'll get an organized queue without manual dragging and dropping. This setup handles the triage work for you.

Ticket destinations

Where every issue lands.

The AI sorts incoming requests into specific buckets based on the data it finds.

TRIAGE

New incoming requests

The AI identifies fresh tickets that haven't been processed yet. You get a clean starting point for every shift.

IN PROGRESS

Active work items

Tickets that meet your specific criteria move here. This keeps your active queue focused on what matters.

ESCALATED

High priority issues

The agent flags urgent problems and moves them to a dedicated phase. You'll see these immediately.

HUMAN REVIEW

Needs your eyes

When a ticket doesn't fit a rule, the AI leaves it alone. These stay in a phase for you to handle manually.

The workflow

What your AI does when the ticket arrives.

The agent acts as a digital dispatcher, reading your Pipefy boards and moving cards through your process.

  1. Scan the board

    Your agent looks at all the cards currently sitting in your Pipefy process.

    list_cards

  2. Filter by data

    The agent looks for specific values, like a customer name or a priority level, within your card fields.

    search_cards_by_field

  3. Update the phase

    Once a match is found, the agent pushes the card into the next stage of your workflow.

    move_card_to_phase

  4. Verify the move

    The agent checks the board again to ensure the card is exactly where it belongs.

    list_cards

Try it

Copy these to start.

Use these prompts to trigger actions in Pipefy.

Starting points

Swap out the bracketed text with your actual Pipefy board names and field values.

Pipefy Connector

You're all set. Choose your MCP client and follow the setup instructions.

Connector linkhttps://edge.vinkius.com/vk_preview_0jLK89rkHO1lUYBbfrE97LkZ5Zz4CLCz35Qe76YH/mcp

Claude Desktop

Follow the steps below to connect in seconds.

  1. 1In Claude Desktop, open Settings → Connectors.
  2. 2Click “Add custom connector” and paste the connector link above as the remote MCP server URL.
  3. 3Click Add and start a new chat — Pipefy capabilities are ready to use.
Configuration · claude_desktop_config.jsonCopy
{
  "mcpServers": {
    "pipefy-mcp": {
      "url": "https://edge.vinkius.com/vk_preview_0jLK89rkHO1lUYBbfrE97LkZ5Zz4CLCz35Qe76YH/mcp"
    }
  }
}
Copy into chat04

  • Find all cards in my Support Board where the Priority field is set to Urgent.

  • Move the card named 'Refund Request - Order 123' to the Resolved phase in Pipefy.

  • List all cards in my Triage phase that have an empty Assignee field.

  • Search my Intake board for any cards where the Customer Email is 'user@example.com' and move them to the VIP phase.

  • Claude
  • ChatGPT
  • Cursor
  • VS Code
  • Windsurf
  • Claude Code
  • JetBrains
  • Cline

Start here

Connect Pipefy once, then ask.

Just link your account through the Vinkius dashboard. Your credentials stay encrypted, and you can start chatting with your Pipefy data immediately.

Connect Pipefy to your AI

FAQ

How the routing works

  • 01

    Can the AI create new cards in Pipefy?

    No. This connector is limited to listing, searching, and moving existing cards.

  • 02

    Will the AI delete any of my data?

    No. The AI only has the ability to move cards between phases; it cannot delete cards or remove them from Pipefy.

  • 03

    How does the AI know which phase to move a card to?

    You tell it in your prompt. You specify the target phase name, and the agent uses that to direct the move.

  • 04

    Can the AI edit the text inside a card?

    No. The available tools only allow for moving cards between phases or searching for them.

  • 05

    Does the AI handle the actual work on the ticket?

    No. The AI handles the logistics of moving the ticket through your workflow so you can focus on the actual task.

  • More questions about Pipefy? See everything the Pipefy Connector can do

Connect Pipefy to Claude, Cursor, ChatGPT & more