Ensure conversations reach the right team, every time

Streamline customer interactions by routing conversations to the correct department within your shared inbox. Customize routing strategies that reduce resolution times and increase the number of conversations handled efficiently by your support team.

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Boost team efficiency
Assign each conversation precisely, improving handling speed and ease.
Preserve customer satisfaction
Reduce the need for customers to repeat their issues across multiple agents.
Enhance workload management
Prevent your team from being overwhelmed by misdirected inquiries.

Intelligent routing rules for a seamless support experience

One of the biggest frustrations for customers is repeating their concerns to multiple agents. Crisp's intelligent routing rules solve this by automatically assigning conversations to the right department or agent based on specific criteria. Whether a customer contacts you via email, Instagram, WhatsApp, live chat, or any other platform, their inquiry is routed to the appropriate team instantly. This automation reduces wait times, improves first-contact resolution rates, and enhances overall customer satisfaction by ensuring their queries reach the most qualified agent the first time. By implementing these rules, you streamline the customer experience and significantly reduce friction in the support process.

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Automate routing workflows to optimize team performance

Crisp's no-code workflow builder simplifies the routing process, allowing you to create dynamic paths that lead customers directly to the right department. For example, customers can select their preferred department (like Tech or Sales), and the chatbot will automatically direct them to the correct team. Customize routing flows to assign specific agents, let inquiries remain open for team pickup, or route them to a private sub-inbox. This flexibility ensures your support process is smooth and efficient, reducing response times and helping customers connect with the right experts quickly. Automated routing not only boosts customer satisfaction but also enhances team productivity by minimizing unnecessary routing steps.

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Route conversations to the right department, automatically

Forget about colliding with your teammates

Bring harmony to team communication by preventing inbox collision. With real-time alerts for active responses, it ensures streamlined coordination, eliminates duplicate replies, and maintains seamless teamwork, enhancing efficiency and professionalism in every customer interaction.

Explore our omnichannel shared inbox software

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Crisp is not just offering inbox routing rules, discover all the features offered by our all-in-one business messaging solution

600,000 brands are already using Crisp to improve their customer experience. See their testimonials !

Decathlon

We are able to measure and manage all mediums effectively and increase customer satisfaction and resolution time drastically compared to previous solutions we used like Intercom and Zendesk.

Carlos Costa

Foca

Since we've started using Crisp, I've seen the software evolve nicely.

Chris Sees

Hoxton Mix

Crisp has been amazing and the first thing that really attracted me to, as a techy, was the size of the chat widget.

All is ready to use "out of the box" and Crisp support is stellar... We have tried many other solutions, Crisp is the only one that allowed us to do everything easily within the same app.

Emma

What I really like in Crisp is the level of reliability of the service, the overall interface & interface speed, the fact that it's much more than just customer messaging, there are a galaxy of addons (mostly free of extra charges) really useful.

Reedsy

Discover other features our shared inbox offers

Autoresponder
Take advantage of Crisp’s Automation Hub to build workflows that **send replies on Messenger, Emails, WhatsApp for Business, and Instagram**. Powered by AI, your autoresponder continuously **learns and adapts**, getting smarter every day.
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Canned Message
Canned messages allow you and your team to be more efficient while maintaining mental clarity and brand voice. These templated messages can include dynamic data, making them both fast and personalized. Available through your omnichannel inbox, canned messages help deliver quicker responses without sacrificing personalization.
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Customer Satisfaction
Enhance the customer experience by identifying where your support could improve. Measure satisfaction after each support interaction, right from your shared inbox.
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Email Management
Great customer support isn’t just about the software you use; it’s about building lasting relationships with your leads and customers. Poor email management can quickly damage these relationships. Crisp provides time-saving features that delight both teams and customers, helping to maintain strong, positive connections.
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Social Messaging
Support customers on multiple social media channels with a social messaging inbox built for customer service.
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