One queue for every channel.
Omnichannel isn't seven inboxes with a unified logo on top. It's one routing engine that treats a voice call and a WhatsApp message as the same kind of work, and hands both to the right agent.
"I need to update my billing details for next month."
Every channel has its own routing logic. One engine runs all of it.
Voice calls
- Skill-based routing
- Intent detection
- Language matching
Web chat
- Prioritised by URL
- Intent scoring
- Bot-to-human handoff
SMS + WhatsApp
- Same thread as last voice call
- Consent-aware routing
- Asynchronous SLA
Email + social DMs
- SLA clock on arrival
- Sentiment priority
- VIP escalation
No "can I get your order number again?"
Chat lands. Bot qualifies; visitor wants a quote.
Bot hands off to a human agent with the full thread. Agent replies.
Same visitor calls. The agent sees Tuesday's chat ringing through and picks up.
SMS arrives to confirm a delivery window. Same thread. Same agent notified.
Three metrics that shift in the first month.
First Contact Resolution
goes upAgent sees the whole history. No repeat questions, no context gaps.
Average Handle Time
goes downHandoffs arrive clean. No hunting across inboxes for what happened last week.
Coaching effectiveness
goes upEvery channel in one dashboard means QA and coaching see the full picture.
Time-zone rules follow the customer, not the account.
Routing detects the caller's language in the first two words and assigns to a skilled queue. A customer in Hawaii isn't auto-closed because the main office shut at 6 PM Central. After-hours chats hold for morning or route to Nova, depending on the channel and intent.
Language detection
First two words, skilled queue
Per-contact time zones
Not per-account, never auto-closed wrong
After-hours logic
Hold for morning or route to Nova by intent
Three cadences. Zero spreadsheet hunting.
Queue email
- Volume by channel
- AHT by queue
- Occupancy rates
- SLA status
Trend report
- Top three changes
- Channel-mix shifts
- Agent performance delta
- Emerging topics
Executive summary
- Board-ready metrics
- Quarterly comparison
- ROI attribution
- Roadmap alignment
The three most common.
Any combination of voice, chat, SMS, WhatsApp, Instagram, Facebook, and email. All routed through one engine.
Yes. Per-channel, per-queue, and per-team SLA rules. Voice SLAs and email SLAs can be completely independent.
Both touches land in the same customer thread. The agent picking up the second contact sees the first. No re-introduction needed.
Voice, chat, SMS, email. One queue.
Every channel on the same desk. AI-coached. Auto-QA on every ticket.
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