Route, automate and orchestrate every conversation

Intelligent routing automatically assigns conversations to the best-suited agent based on skills, language, customer value, issue type, or custom rules. Unlike basic round-robin or manual assignment, intelligent routing considers context — so VIP customers reach senior agents, billing questions go to the finance team, and urgent issues jump the queue.

Dixa's Conversation Engine uses a visual drag-and-drop flow builder. You can create routing rules, automations, and workflows without writing code or involving IT. Set up rules like "route German speakers to the Berlin team" or "prioritize customers with open orders" in minutes.

A no-code automation builder lets you create workflows; like routing rules, auto-responses, and escalations, using visual tools instead of code. Dixa's flow builder uses drag-and-drop logic, so customer service managers can build and adjust automations themselves without developer help.

Create a routing rule in Dixa that identifies VIP customers (by spend, loyalty tier, or custom tag) and routes them to a priority queue or specific team. VIPs get faster responses without manual sorting or cherry-picking.

Yes. Dixa detects customer language and can route conversations to agents who speak that language. You can also route by region, time zone, or any custom attribute — all configurable in the visual flow builder.

Ticketing systems assign tickets to queues where agents manually pick or get assigned in order. Conversational routing dynamically matches each conversation to the right agent based on context — skills, priority, customer history — in real time. It's proactive instead of reactive.

Reduce escalations by routing conversations to the right agent the first time. Dixa's intelligent routing considers skills, context, and customer history, so complex issues go to experienced agents and simple questions go to generalists. Fewer mismatches means fewer escalations.

Yes. Use Dixa's automation builder to create auto-responses for FAQs; like order status, return policies, or business hours. For more complex automation, Mim AI Agent can resolve routine inquiries end-to-end without human involvement.