Smart Routing to the Right Agent Every Time
Quick2Chat’s routing systems ensure employees get to the right live agent every time
Routing Capabilities
Smarter routing that connects employees with the right live-agent fast
Quick2Chat’s routing systems allow to direct your employee to the right Agent List based on many factors. With Quick2Chat it's easy to adjust where end users are routed based on their questions, native language, vip status, severity level, or various other factors
Direct-to-Expert Routing
Send each request straight to the people who can actually solve it. Whether that's IT, HR, Live-Agents in different shifts, or language-specific support teams areound the world. No bouncing around, no wasted time.
L1 to L2 Escalation Made Easy
When a case needs higher-level support, Quick2Chat allows your support Agents to instantly route the employee from L1 to L2 Agents. All context, chat history, and notes are available for the L2 Agent for faster resolution after the swap.
AI First - Live Agent When
Conversations start with AI that gathers key details, suggests quick fixes, and then seamlessly hands off to the right live agent when needed. Allow your support agents to tackle the more nuanced or high-priority chats.
Routing That Delivers. See Noticable Improvements in your KPIs Instantly
When routing works well, organizations see measurable gains.
30%
Faster First Response Time
By avoiding agent transfers and reassignments
45%
Reduced Agent Idle Time
Smarter routing keep everyone busy but not overwhelmed
20%
Higher First Contact Resolution
Thanks to better matching and fewer handoffs
From User Questions to fast Assistance using Quick2Chat Routing Flow
Our Workflows and Chat Pipeline routing engine combines contextual analysis, fallback logic, custom text resourcing, and highly modular chat flow to tailor to, and enhance your employees chat routing experience.
- Human Handoff & Live Routing
- Route requests directly to a live agent list, ensuring every chat gets the right attention with seamless human handoff.
- Tiered Escalation (L1 → L2)
- Agents can escalate conversations instantly between support tiers using one click `Escalate`, with full context preserved for efficient handoff.
- VIP & Priority Routing
- Automatically detect VIP users (e.g. via job title) and route chats through priority queues or senior agents, so critical issues are addressed faster.
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