AI-Powered Routing
Route tasks based on content. AI analyzes emails, tickets, and messages to determine the right destination automatically.
Route Based on Content
When you don’t know where a task should go until you read it, AI-Powered Routing handles that decision for you. Send in raw content—emails, tickets, form submissions—and AI determines the right destination.
How It Works
- Define Your Routing Options - Set up the categories that map to your team structure (topics, departments, urgency levels)
- Send Raw Content - Pass in unstructured text like email bodies, ticket descriptions, or chat messages
- AI Determines the Match - EnforcedFlow analyzes the content and identifies the best routing destination
- Route Automatically - The task goes to an agent assigned to that category
The Difference from Skill-based Routing
| Skill-based Routing | AI-Powered Routing |
|---|---|
| You specify the exact category | AI determines the category |
| Works with structured data | Works with unstructured text |
| Direct match | Intelligent matching |
| ”Route to Spanish team" | "Route based on what this email is about” |
Example Use Cases
Support Ticket Routing
AI reads tickets and routes by topic:
- Customer writes about password reset → Routes to Account Support
- Customer describes a bug → Routes to Technical Support
- Customer asks about pricing → Routes to Sales
Lead Routing by Intent
AI understands what prospects are looking for:
- “Looking for enterprise solution” → Enterprise Sales
- “Comparing options for small team” → SMB Sales
- “Technical integration questions” → Solutions Engineering
Priority-based Routing
AI detects urgency and sentiment:
- Urgent language detected → High priority queue
- General inquiry → Standard queue
- Complaint or frustration → Escalation team
Why This Matters
- No Manual Triage - Stop reading every item to decide where it goes
- Consistent Decisions - AI applies the same logic every time, no human variation
- Handle Any Format - Works with emails, form submissions, chat messages, or any text
- Scales Instantly - Whether you get 10 or 10,000 items per day, routing happens in milliseconds
Perfect For
- Support teams receiving tickets in natural language
- Sales teams processing inbound leads from web forms
- Operations teams handling requests via email
- Any workflow where you need to read content before deciding where to route it
Ready to use this feature?
Set up intelligent task routing in minutes.