Every letter into the right pigeonhole.
Conversations are routed by topic, language, urgency and customer value, the moment they arrive. Billing goes to billing, Tamil goes to the agent who speaks it, and your biggest customers never wait in line.
99.1%
Topic detected
40+
Languages
6 desks
Balanced across
< 1 sec
To read, tag and route a new conversation
4 signals
Topic, language, urgency and customer value
Plain
Rules written in simple sentences, not code
0
Tickets left in an unassigned pile
How a message finds its desk.
- 01
Detect
The AI reads topic, language, sentiment and urgency, and looks up the customer’s value and history.
- 02
Match a rule
Your rules are checked top to bottom. The first match decides the desk and the priority.
- 03
Pick an agent
Within the desk, the least busy agent who is online and has the right skill gets it.
- 04
Re route if needed
If the topic changes mid chat, or the agent goes offline, the conversation moves without anyone dragging it.
Signals that decide where a message goes.
6 compartmentsBy topic
Orders, returns, billing, technical, complaints, or your own topics. Detected from the message, not from a menu.
By language
Send Hindi and Marathi to the Mumbai shift and Arabic to the Dubai team, automatically.
By urgency
Angry customers, legal words and repeat contacts are raised to urgent and jump the queue.
By customer value
Lifetime spend, plan tier or account flags from your systems decide who gets the priority desk.
By business hours
After hours, the AI takes the first reply and the rest waits for the morning shift, already sorted.
Balanced load
Caps per agent, skills and round robin keep the work fair and stop one person carrying the shift.
Rules read like sentences.
No flowcharts to maintain. Each rule is one line: if these things are true, send it here at this priority. Drag to reorder, test against last week’s tickets before you switch it on.
- Test a rule against real past conversations
- See how many tickets each rule caught this week
- Fallback desk so nothing is ever unrouted
- Separate rule sets per brand or region
| If | Send to | Caught |
|---|---|---|
| Billing + upset | Billing desk, urgent | 64 |
| Hindi or Marathi | Mumbai shift | 311 |
| Spend over $500 | Priority desk | 128 |
| Returns + AI confident | AI Resolver | 1,042 |
| Anything else | General desk | 577 |
Asked at this station
Short, straight answers. If yours is not here, the Sorting Office replies within one working day.
01How accurate is topic detection?
02Can we route by data from our own systems?
03What if nobody on the right desk is online?
04Can a customer be routed to the same agent as last time?
Other stations in the sorting room
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