Routing is the automatic assignment of incoming customer inquiries to the right team or agent, based on predefined rules.
Routing (ticket routing) ensures an incoming conversation automatically reaches the right agent or team, based on factors like channel, language, topic, or availability.
Without good routing, conversations land randomly in a shared inbox, causing delays or ending up with the wrong person. Smart routing shortens response times and increases the odds of resolving things in one go.
Bugalou's workflow builder lets you set routing rules based on channel, keywords, customer segment, or workload, so every conversation automatically reaches the right person.
All channels in one inbox, AI chatbot included, CSAT measurements, and smart automations. No credit card required.
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