Smart Agent Routing

Smart Agent Routing: Every Conversation to the Right Team

Automatically detect intent, urgency and customer context, then route every conversation to the right team, queue or agent.

Get Started For Free Chat on WhatsApp

Or start with $150 of credit, enough for a first month of Growth

Acme Support Business account

Hello, I want to upgrade my plan but I have a question about the invoice first.

09:40

Happy to help. To get you to the right person: is your question about a past invoice or about pricing for the new plan?

09:40

Past invoiceNew plan pricing

New plan pricing

09:41

Routed to Sales

Topic: plan upgrade · Language: English

Assigned to: Emma

09:41

Hi, Emma here from sales. I can see you want to upgrade. Let me walk you through the pricing.

09:42

Smart Routing Features

Intent detection, priority queues and agent handover managed automatically

  • Intent-Based Routing

    Detect customer intent and route conversations to the right queue.

    • Sales requests
    • Support issues
    • Billing questions
    • Complaint routing

  • Team Assignment

    Assign conversations to teams based on topic, workload or business rules.

    • Department routing
    • Skill-based teams
    • Priority queues
    • Agent availability

  • Priority Handling

    Identify urgent or high-value conversations before they wait too long.

    • VIP customers
    • SLA rules
    • Urgency detection
    • Escalation triggers

  • Context Handover

    Give agents the full conversation context before they respond.

    • Conversation summary
    • Customer profile
    • Previous history
    • Unified inbox

How Smart Agent Routing Works

Turn incoming conversations into correctly assigned support cases

  1. Customer Starts a Conversation

    A customer sends a message through WhatsApp, Instagram, web chat or another channel.

  2. MonoChat Detects Intent

    The flow identifies topic, urgency, customer profile and required team automatically.

  3. Route to the Right Agent

    The conversation is assigned to the right queue or agent with full context and history.

Example conversations

Customer service routing examples

Who answers depends on who is asking, in which language and at what time. Three routing rules as the customer experiences them.

  • Routing a key account straight to its account manager

    MonoChat recognises the customer from their contact record and sends the chat to the assigned account manager instead of the general queue.

    Atlas Logistics Business account

    Hello, we need to add 40 pallets to next week's shipment.

    08:05

    Routed to your account manager

    Key account · Shipment change

    Assigned to: Daniel

    08:05

    Good morning, Daniel here. Is it the shipment leaving on Tuesday 14 October?

    08:07

    Yes, TuesdayAnother shipment

    Yes, Tuesday

    08:08

    Shipment #SH-5521 updated

    Tuesday 14 October · 120 pallets

    New booking sent by email

    Done, the 40 pallets are added.

    08:12

  • Language-based routing to a German-speaking agent

    The first message is detected as German, so the chat goes to an agent who speaks it, with the topic already tagged.

    Lumen Travel Business account

    Hallo, kann ich meine Buchung von Juli auf August verschieben?

    14:22

    Routed to German-speaking team

    Topic: booking change · Language: German

    Assigned to: Lena

    14:22

    Hallo, hier ist Lena. Gerne! Im August habe ich diese Termine frei:

    14:24

    2.–9. August16.–23. August

    16.–23. August

    14:25

    Erledigt, Ihre Reise ist umgebucht. Die neue Bestätigung kommt per E-Mail.

    14:26

  • Routing messages that arrive after business hours

    At night the AI prepares the request and queues it for the morning team with a promised reply time, so nothing sits unowned overnight.

    Nova Insurance AI assistant · team back at 09:00

    I want to add my son as a driver on my car insurance.

    23:12

    Our policy team is back at 09:00. I can prepare the change now so they finish it first thing.

    23:12

    Yes, prepare itI will write tomorrow

    Yes, prepare it

    23:13

    Please share your son's full name, date of birth and the year he got his licence.

    23:13

    Ryan Carter, 4 May 2004, licence since 2023.

    23:15

    Queued for the policy team

    Add driver · Morning queue

    Reply by 10:00 tomorrow

    Thank you. Your request is first in tomorrow's queue.

    23:15

Keep exploring

First month of Growth on us

Route Every Conversation to the Right Team

Use MonoChat to detect intent, prioritize conversations and assign customers to the right agents instantly.

Start with $150 credit Chat on WhatsApp

One code per business • 30 days to redeem • No card needed

$150 to get started.

Claim