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Every conversation reaches the right person. Automatically.

Route by skill, language, priority, or any rule you set. Customers get to the right agent faster, and your team stops playing traffic controller.

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Trusted by 850+ brands across 42 countries

Miinto
mejuri
rapha
dott
Mytheresa
monica-vinader
gls
allsaints
monese
outnorth
mindful-chef
charles-tyrwhitt
clubl
freddie's flowers
PastaEvangelists
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oliver bonas
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fabfitfun
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Routing that runs itself

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Skills-based Routing

Match conversations to agents based on expertise
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Language Routing

Customers reach agents who speak their language
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Priority Rules

VIPs and urgent issues move to the front
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Workload Balancing

No agent overwhelmed while others sit idle
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Intent Detection

AI
AI identifies what customers need, routes accordingly
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Custom Attributes

Route based on data: order value, loyalty tier, anything
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Customers reach the right
agent on the first try

Dixa looks at the conversation, the customer, and your rules–then routes automatically. No manual sorting or delays. The right person picks it up from the start.

  • Route by skill, language, channel, or customer attributes
  • Prioritize based on VIP status, order value, or urgency
  • Balance workloads across the team automatically
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AI understands what customers need before an agent sees it

Intent Detection reads incoming messages and identifies what customers are asking for. Based on that, Dixa can route to the right queue, trigger an automation, or filter out spam — all before a human gets involved.

  • Detect intent from the first message
  • Route to specialized teams based on topic
  • Filter out spam and auto-replies automatically
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Rules you set once,
routing that adapts

Build routing logic visually and update it whenever you need to. No engineering tickets, no waiting. When your team changes, your routing changes with it.

  • Visual rule builder, no code required
  • Update routing logic in minutes
  • Update routing logic in minutes
Dixa’s automation and incredible AI agent assistant have greatly enhanced our efficiency and productivity."
Erica Piccolomini
Chief Customer Officer at Stayforlong
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Since partnering with Dixa, we've nearly doubled the workload achieved each day–resulting in extremely positive customer satisfaction and very happy teams."
Natasha Sims
Operations Director at Oliver Bonas
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To enhance our CX, we knew that the business needed a unified platform to reduce silos across channels and teams. Dixa's one-screen wonder has been a game changer that keeps our workflows seamless."
Rhys Howells
Head of Customer Service at Rapha
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-33%
contact per booking
-50%
email backlog
90%
CSAT
2x
productivity/hour
+14%
improvement in CSAT scores
+17%
increase in customer retention

Frequently Asked Questions

What is intelligent routing in customer service?

Intelligent routing automatically assigns incoming conversations to the best-suited agent based on skills, language, customer value, issue type, availability, and custom rules. Unlike basic round-robin or manual queue picking, intelligent routing uses context to match customers with agents who can actually help them.

How is intelligent routing different from a ticket queue?

Ticket queues let agents pick conversations or assign them in order — leading to cherry-picking and uneven workloads. Intelligent routing proactively pushes conversations to the right agent based on defined rules. Agents don't choose; the system matches. This ensures fair distribution and faster resolution.

Can I route customers to agents who speak their language?

Yes. Dixa detects customer language and routes conversations to agents with matching language skills. You can also route by region, time zone, or any custom attribute you define.

How do I prioritize high-value customers?

Create routing rules that identify VIP customers — by spend, loyalty tier, or custom tags — and route them to priority queues or senior agents. They get faster responses without agents manually sorting through tickets.

Can I route based on the type of issue?

Yes. Dixa can detect issue type through intent recognition or tags and route accordingly — billing questions to finance, technical issues to specialists, complaints to senior agents. This reduces transfers and gets customers to the right person immediately.

How do I stop agents from cherry-picking easy tickets?

Intelligent routing removes the choice. Conversations are assigned based on rules, not agent preference. Agents receive their next conversation automatically — they can't skip to easier ones. Contorion reduced backlog by 80% after eliminating cherry-picking with Dixa.

What routing rules can I create in Dixa?

You can route by: channel, language, customer segment, issue type, agent skills, team availability, time of day, customer lifetime value, sentiment, and custom attributes from your CRM or ecommerce platform. Rules are created visually — no code required.

Does routing work across all channels?

Yes. Intelligent routing applies to email, phone, chat, WhatsApp, social, and any channel in Dixa. The same rules govern all conversations, ensuring consistent prioritization regardless of how customers reach out.

See what Dixa can do for you

Book a call with our team and discover how brands like yours handle more with less.

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