Routing and intelligence
Get requests to the right agent based on their availability, workload and expertise, so that they are served conversations they can efficiently solve, every time.
Keep things moving
Last updated August 5, 2024
Built-in routing and intelligence ensures that all requests have the smoothest path to resolution. Plus, AI helps surface key insights on your customers — making it easier than ever to solve more conversations, faster.
Get the best person for the job
Route conversations to the right agents, every time. Whether it is request type, channel, or conversation priority, agents capacity, skills or status, admins can easily create scalable routing solutions — so that every request is navigated effectively.
Keep agents on track
Automate ticket assignment through queue or group based routing so that the most important and time-sensitive ones are addressed first—less time in selecting, more time in solving requests.
Let the conversation flow
Gather essential customer details immediately, so your team has everything they need to begin helping.
Populate ticket fields automatically with pre-collected customer information, so business rules can be applied instantly and routed into the right workflow.
Guide customers through a pre-built conversation flow with the help of AI to identify intent. If it is too complicated for a bot, easily escalate it to a human agent.
