Optimize your customer service workflow with intelligent routing that automatically directs conversations to the right person or department based on context, urgency, and expertise.
MockWin.ai automatically evaluates conversation context, urgency, and user intent to determine the best routing destination.
To configure routing rules:
Navigate to **Automation → Routing Rules**.
Select a trigger such as keyword or sentiment score.
Choose the department/agent to receive the conversation.
Track routing effectiveness through analytics — identify bottlenecks, overloaded agents, or rules requiring adjustment.
Can't find what you're looking for? Our support team is here to help you get the most out of MockWin.ai.