Every conversation reaches the right person Automatically

Your clients reach the right agent on the first try — not after being transferred twice and asked to explain themselves again. Simplexi looks at the conversation, the client profile, and your routing rules, then assigns automatically. No manual sorting. No delays.

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Everything you need to run intelligent routing.

Skill-Based Routing

Match conversations to agents based on their expertise and product knowledge.

Last-Agent Routing

Returning clients reconnect to the person who already knows them.

Priority Rules

VIP clients and urgent issues move to the front of every queue.

Workload Balancing

No agent overwhelmed while others sit idle.

CRM-Based Routing

Route based on client data — account tier, risk level, assigned RM.

IVR Routing

Callers reach the right team before a human picks up.

Intent Detection

AI identifies what the client needs and routes before an agent sees it.

Custom Attributes

Route based on any field — VIP tier, legal hold status, account type.

How it works

From first touch to resolution — in clear steps.

Step 1 of 3

Clients reach the right agent on the first try.

Simplexi looks at the conversation, the client profile, and your routing rules — then assigns automatically. No manual sorting. No delays. The right person picks it up from the start.

Route by skill, language, channel, or client attributes
VIP clients and corporate accounts skip the general queue entirely
Workloads balanced automatically so no agent gets overwhelmed
Preferred Agent (New conversation)
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Cancel Preferred Agent if agent goes offline
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Step 2 of 3

The AI agent reads what the client needs — before your team does.

Intent Detection analyses incoming messages and identifies what the client is asking for. Based on that, Simplexi routes to the right queue, triggers an automation, or flags a priority — all before a human gets involved.

Detect intent from the first message or call
Route to specialist teams based on topic — fraud, billing, onboarding, complaints
Filter out routine queries that the AI Agent can handle without routing at all

SETUP

Identity
System prompt
Channels
Language model
Voice model
Speech recognition

INTELLIGENCE

Memory & knowledge
Tools

System prompt

The brain of your agent — defines its persona, behaviour, tone, and boundaries.

Prompt

## Task

Work through the steps below in order. Do not skip steps. If at any point the customer is angry, distressed…

1. Greet the customer and ask how you can help.

2. Identify the nature of the issue:

- Order status → call check_order_s…

- Product question → answer using knowledge…

- Billing dispute → transfer_to_agent.

- Complaint → acknowledge empat…

3. Once resolved, ask if there is anything else…

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Step 3 of 3

Set your rules once. Routing adapts as you grow.

Build your routing logic visually and update it whenever your team or products change. No engineering tickets. No waiting. When your operation evolves, your routing evolves with it.

Visual rule builder — no code, no IT dependency
Update routing rules in minutes from the admin panel
Rules apply across voice, WhatsApp, and SMS simultaneously

SETUP

Identity
System prompt
Channels
Language model
Voice model
Speech recognition

INTELLIGENCE

Memory & knowledge
Tools

Memory & knowledge

Connect a knowledge base and enable per-contact memory.

Knowledge base

Searches indexed documents before responding

All documents

6 documents across all knowledge bases

📋Lead qualification
🎧Customer support

Contact memory

Recall context from previous interactions with this caller/user

FAQ

Frequently asked questions

Yes. Routing rules apply independently across voice, WhatsApp, SMS, Facebook, and Instagram — or uniformly across all of them. You control the logic per channel.
Simplexi falls back to the next best match based on your rules — skill overlap, availability, or an overflow queue you define. No conversation goes unrouted.
The AI reads the first message or call transcript, classifies the contact reason, and routes accordingly — before any agent sees it.
Yes. Number porting brings your existing numbers into Simplexi without any disruption to inbound calls.
Yes. The same routing logic applies to voice, WhatsApp, SMS, Facebook Messenger, and Instagram DM from a single configuration.

Stop answering questions your system already knows.

Book a demo to see Simplexi in action.