ReplyX AI routing
Every conversation, routed and answered by the right model
Your rules run first. When none match, the decision model picks the team. Then a complexity score decides whether a fast, standard or advanced model writes the reply, so the expensive ones are used rarely.
How ReplyX handles a new customer conversation. The conversation becomes a ticket. Your routing rules are checked first; if one matches, the ticket goes straight to that rule's group. If no rule matches, the decision model reads the first message, compares it with each group's AI description and gives each group a confidence. The ticket moves to the most likely group only when that confidence is at least 0.70; otherwise it stays in Needs Triage for a person to sort. Next, the complexity factors are scored: customer frustration counts double, then several issues in one message, a technical problem, and a VIP customer. Their weighted average is the complexity score. Below 0.45 the Fast model level answers, from 0.45 the Standard level, and from 0.80 the Advanced level, so the cheaper levels handle most conversations. The animation plays five example conversations in turn, one short reel each.
Documentation
Find your way around
- Agent deskWork tickets, reply to customers and keep every conversation moving.
- Customer chatWhat your customers see when they message your support team.
- AI assistLet the assistant answer or draft replies from your own policies.
- Routing & SLASend tickets to the right group and keep to your response times.
- AdministrationOrganization settings, users, roles, groups and the audit log.
- DevelopersAuthorization, conversation routing and deploying ReplyX.