Manually triaging every incoming conversation doesn't scale. Automated routing gets conversations to the right place the moment they arrive, based on rules you set once.
Routing to an inbox
Route conversations to a specific inbox based on a trigger, for example sending everything from your website's billing page straight to a billing-focused inbox.
Routing by keyword
Route based on keywords in the customer's message, so a message mentioning "refund" can land somewhere different from one mentioning "bug."
AI-assisted routing
Route based on how similar an incoming message is to previous conversations, useful when the right destination isn't a simple keyword match.
Letting AI answer instead of routing
Not every conversation needs a human at all. You can let your AI agent handle a conversation directly using your knowledge base, and only route to a human when the AI can't help, which is covered in the Alps AI guides.