Automated Chat Routing

Chat Routing Made Intelligent

Chattrik’s chat routing intelligently directs every incoming conversation to the most appropriate agent or team based on predefined rules, real-time availability, and agent expertise. By automating assignment and minimizing unnecessary transfers, it helps support teams respond faster, balance workloads efficiently, and deliver accurate, context-aware assistance from the very first interaction.

How It Works

Chattrik uses skills-based chat routing to ensure every conversation is handled by the most qualified agent.

Incoming chats are automatically tagged based on the required skills and conversation context
Only agents whose skills fully match the chat requirements are eligible to receive the conversation
Chats wait for the best-matched agent up to a defined time, then intelligently fall back to available agents within the team

Agent availability and status are continuously monitored, ensuring only active agents receive routed chats.

Smart routing that works in real time

Chattrik’s chat routing engine evaluates every incoming conversation in real time and automatically assigns it to the most suitable agent or team. By considering agent expertise, availability, and workload, it ensures each chat is handled by the right person from the first message. This reduces queue times, prevents agent overload, and eliminates unnecessary transfers, improving customer satisfaction and agent efficiency.

Key Features:

Skills-Based Matching: Chats go to agents with the right expertise.
Availability Awareness: Only online agents receive assignments.
Load Balancing & Fallback: Chats are distributed evenly, with intelligent fallback if no perfect match is available.

Set up smart chat routing and connect customers to the right agents instantly.

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Why Chat Routing Is Essential

Connect customers to the right agent instantly, reducing wait times and unnecessary transfers.Improve support efficiency while ensuring accurate, high-quality assistance every time.