How to map Zeus AI Profiles
Last updated September 17, 2026
Overview
Profile Mapping lets you create rules that determine which Zeus AI profile should be applied to an incoming conversation. By defining conditions based on customer attributes, integrations, and channels, you can control when a specific profile is used or when a conversation should be escalated to a human agent.
Each profile mapping consists of a set of conditions and a target profile. Zeus AI evaluates these rules in order and applies the first matching rule, making it possible to create structured routing logic for different customer scenarios.
Important: Before configuring a mapping, you must first create a profile for Zeus AI as explained in How to manage Zeus AI: Configurations - Profiles.
Key features
- Targeted Conversation Routing: Automatically directs customer conversations to designated profiles based on custom conditional logic and specific integration channels.
- Flexible Rule Blending: Combine multiple customer attributes using logical AND (All rules true) or OR (Any rule true) blending modes.
- Sequential Rule Evaluation: Mappings are evaluated in order, ensuring structured and predictable routing for incoming chats.
- Integration Control: Select specific integrations (such as Test mode or Suggested response) to limit where a rule applies.
- Mapping Management: Easily view, search/filter, edit, or remove profile mappings from a centralized dashboard.
How to create a profile mapping for Zeus AI
- Go to " Zeus AI > Configurations > Profile mapping " and click the "+ Add profile mapping".
- Select a "Target profile", where incoming conversations should be directed when the rule criteria are met:
- A specific profile: Routes conversations to a custom profile previously created in " Zeus AI > Configurations > Profiles " (see Profiles for Zeus AI).
- "Always escalate": Bypasses normal Zeus AI handling and automatically escalates matching conversations to a live human agent or support team.
- In "Rules blending mode" define the evaluation logic and individual conditions for the mapping.
- "All rules true": Requires all defined condition rows to be met (AND logic).
- "Any rule true": Triggers the mapping if at least one condition row is met (OR logic).
- Click "Add rule" to define the rule conditions.
- "Select field": Click the dropdown to choose the customer field to evaluate.
- "Operator": Select the logical operator (e.g., equals, is, does not equal).
- "Value": Type the specific value that the selected field must match.
- Under "Integrations", choose the specific mode where this mapping rule should apply.
- "Test mode": Use this option to apply the rule exclusively in Test mode (via " Zeus AI > Configurations > Test mode ").
- "Suggested Response": Use this option to apply the rule in real-time ticket Zeus AI suggestions (via " Inbox ").
- "Atlas agent": Use this option to apply the rule when the Zeus AI assistant is actively handling tickets and generating or sending responses on behalf of the support team.
- Connected integrations: Use this option to apply the rule to connected integrations.
- Select or enter the "Channels" to which this rule should apply.
- Click "Create" to activate your new profile mapping rule.
Important: •When "Always Escalate" is selected, all conversations matching the defined rules will be directly escalated to human agents without being processed by Zeus AI. •Add or Remove Rules: •Click "+ Add rule" to include additional condition rows. •Click the trash icon next to any row to delete that rule. •The "Channels" option is visible when "Suggested Response," "Atlas Agent," or any connected integration is selected. •If an integration is selected, manually enter the channel names, separated by commas.
Profile mapping example:
Your company offers a dedicated white-glove experience for Australian customers reaching out via Email or SMS. You want Zeus AI to automatically apply specialized knowledge snippets (such as custom SLAs and priority scheduling protocols) whenever a user located in Australia reaches out through these channels.
Configuration settings
| Setting | Value |
| Target Profile | Select the Australia profile. |
| Customer Rules | |
| •Rules blending mode: | All rules true |
| •Rule condition: | Select field: Customer.City Operator: equals Value: Australia |
| Integrations | Suggested response |
| Channels | SMS and Email |
When an email or SMS arrives from a customer tagged with Customer.City = Australia, Zeus AI automatically routes the conversation through the Australia profile, providing tailor-made responses based strictly on Australia-tagged knowledge snippets.
How to edit a profile mapping
- Go to " Zeus AI > Configurations > Profile mapping " and click the profile mapping you wish to modify in the list.
- Click the ellipsis icon (⋮) on the far right of the mapping row and select "Edit".
- Update the necessary fields:
- Change the "Target profile".
- Modify existing condition rules, or click "+ Add rule" to add new conditions.
- Adjust selected "Integrations" or "Channels".
- Click "Save" to apply your changes.
How to duplicate a profile mapping
- Go to " Zeus AI > Configurations > Profile mapping " and locate the profile mapping you want to duplicate.
- Click the ellipsis icon (⋮) on the far right of the mapping row and select "Duplicate".
- Review and update the duplicated mapping as needed:
- Change the "Target profile".
- Modify existing condition rules, or click "+ Add rule" to add new conditions.
- Adjust selected "Integrations" or "Channels".
- Click "Save" to create the duplicated profile mapping.
How to delete a profile mapping
- Navigate to " Zeus AI > Configurations > Profile mapping ".
- Locate the mapping rule you want to remove.
- Click the ellipsis icon (⋮) on the right side of the mapping row and select "Delete".
- Confirm the deletion.
Important: Once deleted, a profile mapping rule is permanently removed. Incoming conversations that previously matched this rule will fall back to the next matching rule in the list or the default profile behavior.
FAQs & Troubleshooting
What is Profile Mapping in Zeus AI?
Profile Mapping is the conditional routing layer for Zeus AI. It evaluates customer attributes, channels, and integration modes to dynamically route conversations to specific knowledge sets and agent profiles.
What happens if a conversation matches multiple profile mappings?
Rules are evaluated sequentially from top to bottom. Zeus AI will apply the first matching profile mapping rule in the list.
What occurs when "Always Escalate" is selected as the Target Profile?
When "Always Escalate" is triggered, Zeus AI skips standard AI responses entirely and automatically routes the conversation directly to a live human agent or support queue.
Why isn't my profile mapping rule triggering?
Check the following:
- Rules Blending Mode: If set to All rules true, ensure every condition row matches the customer data.
- Integrations/Channels: Verify that the incoming conversation matches the exact integration (e.g., Suggested response) and channel (e.g., Email) configured in the rule.
- Rule Order: Ensure a higher rule on the list isn't matching the conversation first.
Can I create a profile mapping without creating a profile first?
You can create mappings using the built-in "Always Escalate" option. However, to route conversations to custom personas or specialized knowledge bases, you must first create the target profile under " Zeus AI > Configurations > Profiles ".