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Route to the Right Person at the Right Time

Knowing who can help is half the battle. Intelligent routing ensure your customers are being helped by the right agent or Advocate from Directly's expert network.

Not all customer questions are right for automation. Some customers need help from highly skilled and trained individuals equipped to answer difficult questions. However, relying on skilled agents to solve customer problems can be costly and in the event of surges and spikes, can become troublesome. With our Engage API (v2/engage/conversation/start) you can route conversations that need a human touch straight to Directly's expert network of Advocates. These individuals are experienced users of your product that know and love your brand and are ready to assist customers like themselves. These Advocates act as a last defense to your contact center helping alleviate the strain on your agents.

Updated 6 months ago

Route to the Right Person at the Right Time


Knowing who can help is half the battle. Intelligent routing ensure your customers are being helped by the right agent or Advocate from Directly's expert network.

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