Overview
Normalize inbound messages, detect language/intent/sentiment, then route to the right bot or human queue.
Problem
Teams juggle multiple inboxes and rules per channel. Messages are misrouted or delayed, hurting SLAs and CSAT.
Solution
Chat Core unifies intake from SMS, web, social, and voice, applies a decision pipeline (detectors → rules/ML → skills), and delivers the conversation to the correct destination with auditability.
How it works
Connect PulseGate/LiveConnect/VoiceLink; define routing rules by intent, language, VIP, hours, and backlog; preview decisions in Orchestration Trace. Use queues and overflow policies to meet SLAs.
Who is this for
Expected outcomes
- Lower misroutes and faster first response time
- Consistent routing across every channel
Key metrics
First Response Time (FRT)
Baseline
18 minutes
Target
5 minutes
Misrouted conversations
Baseline
12 %
Target
2 %
Gallery
Downloads & templates
Case studies
FinServe consolidates 6 channels
Unified intake cut misroutes by 85% and improved SLA adherence.
Security impact
- Message metadata (channel, IP/UA), text content, routing attributes · PII: possible (depends on channel)
Compliance
- GDPR (lawful basis, retention controls)
- SOC2 (change & access controls)