Route Conversations
To the Right Teams Instantly
Automatically detect intent, urgency and customer context, then route every conversation to the right team, queue or agent.
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 It Works
Turn incoming conversations into correctly assigned support cases
Customer Starts a Conversation
A customer sends a message through WhatsApp, Instagram, web chat or another channel.
MonoChat Detects Intent
The flow identifies topic, urgency, customer profile and required team automatically.
Route to the Right Agent
The conversation is assigned to the right queue or agent with full context and history.
Route Every Conversation to the Right Team
Use MonoChat to detect intent, prioritize conversations and assign customers to the right agents instantly.