Configure VirtuBot policies

VirtuBot policies are grouped below by the ticket workflow they control. Enable and validate one workflow at a time in a non-production organization before expanding its scope.

In this guide

Core ticket policiesConfigure service integration, ticket classification, prioritization, and after-hours processing.

Security tickets and planningConfigure security-ticket and planning policy fields.

Quality, sales, and schedulingConfigure quality review, sales detection, and scheduling-group fields.

Sentiment, summaries, and duplicatesConfigure sentiment, summary-rewrite, and duplicate-detection fields.

Routing and ticket automationConfigure stale-ticket, service-board, metrics, and catch-all processing.

Errors and agent modelsConfigure Teams error notifications and Azure OpenAI completion or embedding endpoints.