The right ticket. The right agent. Every time.
Route conversations by complexity, language, sentiment, and agent expertise automatically. Reduce transfers, cut handle time, and resolve faster.
Skill-Based Routing
Match tickets to agents by expertise and availability
Language Detection
Route to native speakers automatically
Sentiment Priority
Escalate frustrated customers instantly
Complexity Scoring
Simple queries to bots, complex issues to senior agents
How smart routing works
Analyze the ticket
AI reads the incoming message and scores it for intent, complexity, language, and sentiment in milliseconds.
Match to the best agent
The routing engine considers agent skills, current workload, availability, and past performance to find the optimal match.
Resolve faster
The right agent gets the right ticket immediately. Fewer transfers, lower handle time, higher first-contact resolution.
Beyond round-robin. Actually intelligent.
Traditional routing is random. Smart routing considers every signal -- agent expertise, customer history, ticket complexity, language, and real-time workload -- to make the optimal assignment every time.
- Multi-signal routing decisions in milliseconds
- Automatic load balancing across teams
- Escalation paths for high-priority tickets
“We cut ticket transfers by 40% in the first month. Customers get to the right agent immediately instead of bouncing between departments.”
Explore more features
Route smarter. Resolve faster.
Stop losing time to ticket transfers and misrouted conversations. Let AI match every ticket to the perfect agent.
Included in Pro plan
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