Automation & routing
The repetitive part of support is not the answering. It is the sorting, tagging, assigning and chasing.
When
A conversation is handed to a human
And all of these are true
Then
No scripting. Rules run on every conversation that matches.
The problem
Conversations that needed follow-up get buried. A buyer who was ready to order gets forgotten because nobody wrote it down.
When a conversation matches your conditions, act: tag it, assign it, notify someone, or move it on. No scripting.
When a conversation ends, one cheap AI pass decides whether it was a support ticket, a sales lead, or neither — so nothing needs manual sorting.
Priority, status and assignee on tickets. Value and stage on leads. Each gets its own page, with the conversation it came from and a history of every change.
Everything below is built and live today — not a roadmap.
Once they are running
Every rule carries the number of times it has actually fired, which is the only honest way to tell a useful one from a broken one.
Refund mentioned → urgent ticket
Message received→ add tag · create ticket
34
runs
Bulk order enquiry → lead
Message received→ create lead · email
12
runs
Tell the team about every handoff
Handed off→ email
89
runs
Welcome a first-time WhatsApp contact
New contact→ reply · add tag
210
runs
Push closed chats to our ERP
Closed→ webhook
0
runs
One rule is a demo. A page of them, each with the number of times it has actually fired, is the part of your support work that stopped being anybody's job.
A rule is a trigger, up to ten conditions and up to ten actions — chosen from lists, never typed. Tag it, assign it, set its status, reply, email someone, raise a ticket, capture a lead, or post it to your own system with a webhook.
The run count is the honest bit. A rule sitting at zero is either waiting for something that never happens or quietly broken, and you can see which without asking anyone.
When the AI stands down
A conversation everyone can see is a conversation nobody owns. So it gets a name on it, and that person is told.
The moment the AI stands down is the moment a conversation usually goes missing. Everyone can see it, so nobody owns it, and the customer waits while three people assume somebody else replied.
So a handover is an assignment. Least-busy sends it to whoever has the fewest open chats, round-robin takes turns, and a shared queue leaves it to the team if that is how you prefer to work. It is set per agent, so your wholesale desk and your retail desk can route differently.
Whoever gets it is told, on the web and on the Android app. An assignment nobody hears about is the same as no assignment.
When it hands over
Or round-robin, so everyone takes turns — or a shared queue, where nobody is assigned and the team picks work up themselves.
Who is on this agent
Sadia is notified the moment it lands — on the web and on her phone.
Add your FAQ, connect one channel, and see how much the AI handles before you pay anything.
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