Streamline all incoming conversations

Smart routing makes it possible to automatically route incoming chat conversations to the correct branch, department or contact person. This involves labeling certain characteristics (keyword recognition) of chat conversations. Smart navigation with the reward of high customer satisfaction and a more efficient working method. An opportunity to seize!

The benefits of Smart Routing

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Process conversations more efficiently

Automatically route conversations to the right department or person, so that unnecessary transfers are a thing of the past.

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Achieve higher customer satisfaction

Smart routing ensures that customers receive information relevant to them more quickly and that non-relevant information is spared.

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Build strong customer relationships

Returning customers are navigated directly to their designated agent or department for a personalized support experience.


Smooth handling of conversations

Chat messages come and go every day. To guarantee smooth handling of customer questions, it is essential that they automatically reach the right agent or department via smart routing. Who is the source of information about payment options? And who knows everything about the returns process? Disperse crowds, connect a chat conversation to the right agent and put an end to long wait times and clumsy referrals.

Route all conversations


Smart routing for higher customer satisfaction

Smart routing ensures that the customer is always helped by a permanent agent or department. This way, the customer does not have to tell his story again and again or wait in line for a long time, but personal service can be provided immediately. Streamline service and boost customer happiness.


Strong customer relationships with personal chats

Smart routing works based on keyword recognition. Think of keywords such as 'city of residence', 'complaint' or 'return.' Based on this information, the customer is routed to the right agent, department or branch. Has the customer already knocked digitally before? Then the same agent or department comes to the rescue. In this way a loyal bond can be built.

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Smart routing flow


Skill and rule based routing

The navigation principle of smart routing, skill-based routing and rule-based routing is the same for every customer request. Based on Artificial Intelligence, each message is scanned for a keyword (keyword recognition) or phrase. This process can take place via two routes: rule-based routing or skill-based routing.

This is what our customers say

+500 brands already use Saysimple to improve omni-channel customer communities at scale.

Luc Verhagen

Luc Verhagen

Dusseldorp BMW

You set yourself apart by being available outside of office hours. And that's what we stand for. We don't want to handle customers functionally, but to personally surprise them. That is possible thanks to Saysimple.

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Rienk de Jonge

Rienk de Jonge

Holiday park Pean

With WhatsApp broadcasting via Saysimple Engage, I increased conversion by 20%. I am satisfied with this solution that gives me a complete view of the interaction with my customers.

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Thijs van der Spek

Thijs van der Spek

Severs Breeman BMW & MINI

Thanks to WhatsApp Call Deflection at Severs Breeman, we saved more than 10 hours of phone time in the first month, and usage is increasing weekly.

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Narek Grigoryan

Narek Grigoryan

Volvo Nieuwenhuijse

Via the IDAS integration in the Saysimple platform, we immediately know which customer belongs to which department. This way, we can direct inquiries to the right colleague, retrieve car details, and assist customers more efficiently remotely.

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