The right conversation to the right agent, on time
Event-driven routing places work the moment it arrives, while SLA policies keep response and resolution targets visible and accountable across every channel.
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Maya
Billing
Theo
Technical
Lina
Onboarding
SLA remaining
2h 15m
What Routing & SLAs does
Availability and capacity aware
Routing respects each agent's online status and capacity, so work goes to people who are actually able to take it instead of piling onto whoever's overloaded.
Queues with chosen strategies
Build queues and pick how work is distributed — least-busy, round-robin, longest-idle, or manual — to match how each team prefers to operate.
Explainable assignments
Every routing decision records why it chose a given agent or queue, so supervisors can understand and tune behavior instead of fighting a black box.
Event-driven auto-routing
When a ticket is created, it routes automatically through the same engine — no manual triage bottleneck before work reaches the right person.
SLA policies that stay honest
Define response and resolution targets, and watch timers track in real time. SLAs pause automatically when a ticket is on hold so you measure your own work, not the customer's delay.
CRM-aware placement
Routing can take customer context into account, so high-priority accounts and the right specialists are matched without manual hand-sorting.
From setup to value with Routing & SLAs
Define queues and SLAs
Set up queues for your teams, choose a distribution strategy for each, and configure response and resolution targets per policy.
Set agent availability
Agents set their status and capacity from the inbox. Routing only considers people who are online and have room to take more work.
Work routes automatically
As tickets and conversations arrive, the engine assigns them by strategy, availability, and context — and logs the reasoning behind each choice.
Monitor and adjust
Track SLA timers and queue load in real time, review explainable decisions, and tune strategies and policies as your team grows.
Works with the rest of Callario
Put Routing & SLAs to work.
Join the design-partner program and run honest, auditable AI support.
Supervised alpha · No credit card · You’ll never be billed for a handoff.