Overview
Smart auto-assignment decides who handles each new conversation based on rules you control: channel, language, intent, customer tier, deal value, or current agent load. It works across all nine channels in the unified inbox, so a WhatsApp lead, an Instagram DM, and an inbound voice call all follow the same routing logic. Captain AI reads intent and language before assignment, so a Levantine refund query goes to a fluent agent who handles refunds — not to whoever is next in line.
- Route by intent, language, sentiment, channel, or customer tier
- Balance load across agents with round-robin or least-busy
- Pin VIP and high-value deals to named account owners
- Auto-reassign on agent offline, away, or SLA breach
- Pre-tag and pre-fill CRM fields at the moment of handoff
- Hold a conversation with the same agent across return visits
- Fall back to a queue or team when no rule matches
How it works
Build your routing rules
Open the visual rule builder and stack conditions like channel, language, intent, or deal value. No code, no ticket to engineering.
Captain AI reads the message
Before assignment, Captain AI detects language, dialect, intent, and sentiment so the rules have real signal to work with.
Conversation lands with the right agent
The inbox assigns instantly, notifies the agent, and logs the reason. If they go offline mid-thread, it reassigns without dropping context.