How to map Zeus AI Profiles
Last updated October 22, 2026
Overview
Profile mapping lets you create rules that decide which Zeus AI profile applies to an incoming conversation. Based on customer attributes, integrations and channels, you control when a profile is used or when a conversation goes straight to a human agent. Each mapping has a set of conditions and a target profile. Zeus AI checks the rules in order and applies the first one that matches.
Key Features
- Targeted routing: Send conversations to the right profile based on your conditions and integrations.
- Rule blending: Combine customer attributes with "All rules true" (AND) or "Any rule true" (OR).
- Rules in order: Mappings are evaluated from top to bottom, so routing is predictable.
- Integration control: Limit a rule to specific integrations, such as Test mode or Suggested Response.
- Mapping management: View, search, edit or delete mappings in one place.
How to create a profile mapping
- Go to "Zeus AI > Configurations > Profile mapping" and click "+ Add profile mapping".
- Select the "Target profile":
- A profile: Routes matching conversations to a profile you created.
- "Always escalate": Skips Zeus AI and escalates matching conversations straight to a human agent or team.
- In "Rules blending mode", choose "All rules true" (every condition must be met) or "Any rule true" (one is enough).
- Click "Add rule" and set "Select field" (the customer field), "Operator" (for example equals, is or does not equal) and "Value". Click "+ Add rule" for more conditions, or the trash icon to remove one.
- Under "Integrations", choose where the rule applies:
- "Test mode": Only in "Zeus AI > QA > Test mode" .
- "Suggested Response": In Zeus AI suggestions on tickets in the "Inbox" .
- "Atlas agent": When Zeus AI handles tickets and sends responses on behalf of your team.
- Connected integrations: In the integrations you connected.
- Select or enter the "Channels" the rule applies to. This option appears when "Suggested Response", "Atlas agent" or a connected integration is selected. For a connected integration, enter the channel names separated by commas.
- Click "Create".
Example: Australian customers
Your company offers a white-glove experience to Australian customers who contact you by Email or SMS. You want Zeus AI to use specialized knowledge snippets, such as custom SLAs and priority scheduling protocols, for those conversations.
| Setting | Value |
| Target profile | Australia |
| Rules blending mode | All rules true |
| Rule | "Select field": Customer.Country, "Operator": equals, "Value": Australia |
| Integrations | Suggested Response |
| Channels | SMS and Email |
When an email or SMS arrives from a customer with Customer.Country = Australia, Zeus AI uses the Australia profile and answers based only on the Australia knowledge snippets.
How to edit or duplicate a profile mapping
- Go to "Zeus AI > Configurations > Profile mapping" .
- Click the ellipsis icon (⋮) on the mapping and select "Edit" or "Duplicate".
- Change the "Target profile", rules, "Integrations" or "Channels" as needed.
- Click "Save".
How to delete a profile mapping
- Go to "Zeus AI > Configurations > Profile mapping" .
- Click the ellipsis icon (⋮) on the mapping and select "Delete".
- Confirm the deletion.
FAQs & Troubleshooting
What happens if a conversation matches several mappings?
Rules are checked from top to bottom, and Zeus AI applies the first match.
Why isn't my mapping rule triggering?
Check that:
- With "All rules true", every condition matches the customer's data.
- The conversation comes from the integration (for example Suggested Response) and channel (for example Email) set in the rule.
- No rule higher in the list matches the conversation first.
Can I create a mapping without a profile?
Only with "Always escalate". To route to a custom persona or knowledge base, create the profile first.