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Omnichannel Router Agent

Customer Support · Monitor · Claude Haiku

Heartbeat: Continuous (event-driven)

Aggregates Slack, Discord, Email, Teams, and chat into a unified queue — auto-responds known issues.

WHAT IT DOES

Collects support requests from every channel — Slack, Discord, email, Microsoft Teams, in-app chat, social media DMs — into a single unified queue. Deduplicates cross-channel messages from the same customer, auto-responds to known issues with verified answers, prioritises by urgency and customer value, and routes to the right specialist. Ensures no request falls through the cracks regardless of which channel the customer chose.

WORKFLOW

  1. Monitor all channels
  2. Ingest messages
  3. Deduplicate
  4. Classify
  5. Auto-respond known issues
  6. Prioritise unknowns
  7. Route to specialist
  8. Track SLA
  9. Report

SKILLS

channel-aggregatorcustomer-identifierdeduplicatorauto-responderpriority-scorerexpertise-matchersla-trackervolume-anomaly-detector

INTEGRATIONS

Slack
Discord
Zendesk
Intercom
Freshdesk
Microsoft Teams
Twitter/X
Facebook
PagerDuty
Salesforce
HubSpot
Role
Monitor
Model
Claude Haiku
Heartbeat
Continuous (event-driven)