Routing & automation
Move conversations through the right service process.
Voz360 brings routing rules, workflow rules, automation and AI-based conversation routing into conversation productivity management. Define how work reaches a team and how the handling process should continue after assignment.
THE WORKFLOW, EXPLAINED
What can Voz360 automate in customer service?
Voz360 supports routing rules, workflow rules, automation and AI-based conversation routing. These capabilities direct requests through the service process and trigger relevant email, messenger or SMS notifications, while forms and conversation history preserve the context for the handling team.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Routing & automation
Route the request before an agent starts working
Use conversation routing rules to organize incoming work. AI-based conversation routing adds an agentic layer to the assignment process, helping your team handle requests according to the service workflow you configure.
Apply routing rules to customer service conversations.
Use AI-based conversation routing as part of productivity management.
Connect conversation properties and handling requirements with the routing design.
Use transfers when ownership needs to change after the initial assignment.
Routing & automation
Automate the handling steps around the conversation
Workflow rules support the work between the first message and the resolution. Combine automation with structured conversation information, checklists and approval steps to make the intended service process clear to the team.
Configure workflow rules for conversation handling.
Apply automation to repeatable steps in your service process.
Use custom forms and properties to keep relevant information with the work.
Include approval requirements where a decision needs another person.
Routing & automation
Keep people informed as work progresses
A service workflow also needs communication between the people involved. Voz360 supports notifications on email, messengers and SMS so relevant updates can accompany the conversation process.
Use email notifications for service updates.
Include messenger notifications in connected workflows.
Use SMS notifications where the service process requires them.
Review the end-to-end history when following an automated action or handoff.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Send the right request to the handling team
An account-change request arrives by email. Its properties determine the responsible team, the information needed and the notification that keeps the work moving.
- 01
Identify
Read the request source and relevant conversation properties.
- 02
Route
Use configured rules or AI-based routing to direct the work.
- 03
Coordinate
Apply the workflow and involve colleagues when required.
- 04
Notify
Keep the relevant people informed through configured notifications.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind routing & automation.
What is the difference between routing and workflow rules?
Routing rules determine how a conversation reaches its handling team. Workflow rules manage steps in the conversation process after or around assignment. Voz360 supports both, alongside AI-based conversation routing and automation.
Does AI routing replace the rest of the workflow?
AI-based conversation routing is one part of the service process. Forms, properties, checklists, transfers, approvals, collaboration and notifications still define how the assigned work is handled.
MAKE THE EVALUATION SPECIFIC
Map the rules behind a better handoff.
Bring a routing decision, an exception and the notification your team needs.