Create templates to improve agent efficiency. Get WhatsApp templates approved and initiate conversations with your customers, or re-engage outside the 24-hour WhatsApp session window.


Segment incoming messages into queues based on their topic and language. Assign agents to the queues reflecting their competencies and focus.

Agent skills

Ensure that tickets are handled by the most appropriate agents with skill-based routing. They can be categories, competencies, channel, or language.

Skill-based routing

Route tickets to agents depending on skill level. Create triage logic so when an expert is unavailable, tickets still get addressed by the next best agent.

Ticket segmentation

Segment tickets based on priority, category, language and more.

Workload management

Optimize the distribution of tickets to ensure a balanced workload across the team.

Unified thread

A single conversation thread for a customer across every channel of communication.

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