Reduce average wait time with Intelligent Routing
All Chatbot Features > Routing
Chatbot Intelligent Routing
Chatbot maps each conversation to a particular department/group. You can create departments based on team, skills, products and more.
Chatbot can be designed to handover a chat to a human-agent once it reaches a logical point with-in the conversation. This helps you to get best of both the worlds, optimize your cost and easily scale when required.
Chatbot has the ability to transfer the chat depending on the current conversation to the right department. The internal algorithm takes care of assigning the right agent to the chat.
Smart routing of chats to available Agents
Create departments/groups based on team, skills, products and more. Assign team members to the department based on their expertise and create a logical separation as per your needs.
The smart internal routing algorithm takes care of assigning the right agent to the chat. You can restrict the total number of chats an Agent can handle and how long does it stay in their pending queue before the system transfer it to another agent within the same department.
Routing to inter-department / group
Routing rules that will help you route the chat to another department in-case the assigned department fails to address the chat in a particular timeframe.
These smart routing algorithms help to reduce the wait time during peak hours of your support window.
Reduce average wait time with Intelligent Routing

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