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 ensure 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 a request type, channel, conversation priority, agent capacity, skills or status, admins can easily create scalable routing solutions to navigate every request effectively.
Keep agents on track
Automate ticket assignment through a queue or group-based routing so that the most important and time-sensitive ones are addressed first – less time cherry-picking, more time solving requests.
Let the conversation flow
Gather essential customer details right off the bat so your team has everything they need to dive straight into 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.
