Routing inquiries

recognized and correctly distributed

ReplyOne processes over 30 million inquiries per year and distributes them to over 8,000 employees. Targeted routing of your customer inquiries to the appropriate team members ensures faster responses to your customers.

Sematell Routing Header

The third step to the best customer service

The routing of your customer requests

ReplyOne knows your team inside out. The software knows who in your team is best suited to handle each customer inquiry. It keeps an eye on the skills and the current workload. This ensures that the customer inquiry ends up exactly where it will be answered the fastest.


Spot landing through targeted routing of your requests


You know your company and your team best - you determine the routing rules individually. Configure the rules by category, channels and topics. Define points in the workflow such as qualification, responsibility, urgency and availability in the service team. This way, a request is routed directly to the best contacts and customers are helped quickly.

Add a personal touch to your customer service. When customers contact you multiple times about a concern, they want to clarify questions with the employee who previously handled the issue. Thanks to last agent routing, the ticket is given to the employee who worked on the case before.

You determine what is to be taken into account during routing. This not only ensures clear allocations, but also supports the assignment of special topics.

What's the use?

The routing variants
of ReplyOne

Many roads lead to Rome. Or even to the best employee. Automated routing is a key success factor in processing requests. Here is a selection of the most popular options:

Skill-based routing

You define which knowledge and skills the employees need for requests. These can be languages, specialist knowledge or expertise, for example. In addition, the workflow can assign skill levels to the employees on a scale of 1-10, whereby the skill level can be adjusted in case of high workload.

Skill-based required routing

When it comes to quality over quantity, skill-based required routing is your best bet. With this option, incoming documents are only routed when a member of the service team with the appropriate skill is available.

Push or pull

Should requests be distributed automatically to all employees? Or do the service employees fetch the documents independently from the queue according to capacity? That is up to you. Your admins or team leaders define the process. With push, you can avoid cherry-picking, for example.

Priority queue

Never miss important customer messages again. Simply by prioritizing them by topic or urgency. By setting priorities or response times, you ensure that important topics are answered faster.

Load-balanced routing

Speed is a plus. This routing version allocates incoming tickets according to free capacities. Fast employees receive more requests to be processed, slower employees receive less.


Incoming requests are assigned to employees based on a defined sequence. Taking attendance into account, messages are distributed evenly across the service team. In this way, all employees work through the same number.