The Saysimple Smart Routing Module ensures that incoming conversations are automatically directed to the right employee or department. This saves time, increases efficiency, and provides a personalized experience for every customer.
Contact information and contact labels: automatically route conversations based on customer type, previous interactions, or labels linked to the contact.
Keyword recognition: conversations containing specific words or topics are directly routed to the appropriate department or employee.
Opening hours: consider team or employee availability, ensuring conversations are only assigned during working hours.
Template response (WhatsApp only): automatically trigger routing when a customer replies to a specific sent WhatsApp template message.
Assign to a team: conversations are directed straight to the appropriate team.
Assign to an employee within a team: the system automatically selects the most suitable available employee within a team.
Assign to a specific employee: conversations can be routed directly to a designated employee.
Assign tags: automatically add tags to conversations to simplify follow-up and reporting.
Assign labels: label conversations for internal organization or categorization.
