Assigning ticket automatically to specific agent based on contents/words in the email

Would it be possible to make it so that certain tickets get assigned automatically to a specific agent when they arrive, based on words/phrases in the email/subject line? This way, the correct agent will get the ticket assigned to them, as we have monitored language our members use. This can then save up time assigning new tickets coming in, like the way one can in Zendesk (now I know Tawk is not Zendesk, just using it as the example).

Thank you in advance! :)

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Originally posted by @BradleyS on community.tawk.to on 31 May 2023 · 6 votes