The right hero at the right time
Match customers with the best hero to help based on their unique history, situation, or needs to ensure the person on your team best-equipped is assigned to the job.
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Route by who they are
Route the customer by their status and current sentiment, like a VIP or upset customer who might require special attention.
Route by their situation
Route the customer by the context of their situation and the overall urgency of the request, like a flight cancelation or an abandoned cart.
Route by what they need
Route the customer to the agent with the best set of skills and knowledge to help, like a billing expert or a Spanish speaking hero.
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Key Features
Connect customers to the right hero at the right time to ensure the hero most equipped to solve the issue is assigned to the job.
Capacity Based Routing
Set the number of customers a hero can assist at any given time across all real-time messaging channels to ensure customers get the attention they deserve.
Dedicated Hero
Create a one-to-one relationship between a customer and a hero. A customer automatically gets routed to their dedicated hero first, no matter what channel they use - from phone to email to text and chat.
Proactive Assignments
Heroes will automatically get pushed the most important message or call until they reach standard messaging capacity.
Reassignment Rules
Set your own thresholds on when to transfer customers to a new hero or inbox to prevent customers from falling through the cracks.
Customer History
Every conversation— regardless of channel— is in a single view under a customer profile, creating a complete timeline of activity with your brand regardless of where a customer is routed.
Channel Switch
When a situation changes, a customer’s issue might best be resolved using a different channel. Customers can switch channels mid conversation without getting routed to a new hero or losing the thread.
