AI automation · Support triage
SupportRoute — support ticket triage & routing
Email, chat, WhatsApp and voicemail sorted the moment they land — so the urgent one reaches a person while it still matters.
The workflow
- Customer messageEmail, chat, WhatsApp, voicemail
- Intent detectionWhat the person actually wants
- ClassificationBilling, delivery, technical, sales
- PriorityUrgency and customer value
- Knowledge retrievalYour systems and policies
- Response or escalationAnswered, drafted, or straight to a person
01 The problem
You know this one.
The pattern, what it costs you, and what changes once it is built.
- What happens today
- A few hundred messages a day across email, chat and WhatsApp, and somebody spends the first two hours of every morning deciding who each one belongs to.
- Why it matters
- The one genuinely urgent message sits fourteen down the list, routine questions wait behind complex ones, and your best people spend the day sorting.
- What changes
- Sorting happens the moment each message lands. Routine questions are answered from your own systems; the urgent one is already with the person who can fix it.
- What improves
- Faster first response where it matters, fewer hand-offs, and every decision recorded in your helpdesk.
02 Watch one run
Follow a morning’s messages through the queue.
Scroll and the pipeline moves with you. On a phone it plays by itself — tap it, or a stage name, to take control.
Step 1 · Arrive
- 17Email
- 8Web chat
- 9WhatsApp
- 4Voicemail
Four channels your customers actually use, read as one queue instead of four inboxes.
Step 2 · Read
- Order statusEnglish · routine
- Bulk pricingEnglish · buying signal
- Order statusनेपाली · routine
- Service outageEnglish · urgent ⚠
What it asks, what language it is in, how urgent it is — all three before anyone touches it.
Step 3 · Decide
- 2Answer now
- 1Sales
- 1On-call engineer
Your rules, not ours. You set what it may answer on its own and what always reaches a person.
Step 4 · Respond
Hi, my order #4821 hasn't arrived yet — can you check?
9:14 AMLooked up: Orders system · #4821
It shipped yesterday and is out for delivery today by 6 PM. Tracking: TRK-88213.
9:14 AMमेरो अर्डर कहाँ छ?
9:15 AMतपाईंको अर्डर आज साँझ ६ बजेभित्र आउँछ। ट्र्याकिङ: TRK-88213.
9:15 AMThe answer came out of your orders system — it was looked up, not invented. Replies go back in the language the question arrived in.
Step 5 · Log
- HelpdeskTicket #9912 closed, auto-resolved ✓
- CRMBulk-pricing interest → Sales ✓
- On-call rotaP1 raised · 15-min SLA running ✓
- DashboardResolved without a person: 61% today
If the answer is not in your systems, it goes to a person. It does not guess.
-
Arrive
Email, web chat, WhatsApp, and voicemail transcribed into text. Everything your customers actually use, pulled into one queue rather than four places somebody has to remember to check.
-
Read
Each message is read for three things at once: what it is asking, what language it is written in, and how urgent it is. An outage report and a pricing enquiry get very different treatment, and neither should wait behind the other.
-
Decide
The queue splits. Routine questions whose answer already exists in your own systems get handled directly. A buying signal goes to sales, an outage goes to the on-call engineer with a priority attached. You decide where that line sits.
-
Respond
The reply is built from a real lookup in your orders system, not from a guess — and it goes back in whatever language the question arrived in, English or Nepali. Anything it cannot source, it hands over instead of inventing.
-
Log
Every outcome is written back: the ticket closed in your helpdesk, the sales interest noted on the CRM contact, the priority-one alert running against its SLA. Nothing is resolved in a place you cannot audit later.
03 The engagement
What you get, and what it takes.
A fixed price is agreed in a written scope before anything is built. The discovery call that comes first is free.
What you get
- Inbox and channel audit
- Routing model trained on your own past tickets
- Live escalation path into your team, with SLAs
- Handoff training and a monitoring dashboard
What we need from you
- Read access to your support channels
- A few months of past tickets, to learn your categories
- Your escalation rules and who is on call
Timeline
4–10 weeks
From signed scope to running in your systems, with working software shown to you at every milestone.
Connects to tools like these — and anything with an API or export
- Gmail
- Outlook
- WhatsApp Business
- Web chat
- Zendesk
- Freshdesk
- HubSpot
- Your orders system
04 Questions
Before you automate support.
Will it reply to customers without a person checking?
Only where you allow it. You decide which categories it may answer on its own, which get a drafted reply to approve, and which always go straight to a person.
Does it work in Nepali?
Yes. Messages are read in English or Nepali, and replies go back in the language the question arrived in.
What happens when it does not know the answer?
It hands the message to a person. It does not guess — replies are built from lookups in your own systems.
05 Often combined
Most engagements use two or three.
The five automations share one engineering spine, so they combine cleanly — and feed the same data into SolmiriX if you use it.
DocTrace
Invoices, forms and delivery notes get read, checked and posted into the systems that own them — instead of retyped by hand. DocTrace
ProspectRoute
Every enquiry captured, scored and assigned to the right rep within minutes — with a clock on it, so nothing goes cold. ProspectRoute
UnifyCore
Two systems that cannot talk, connected in both directions — with retries, a review queue and an alert instead of silence. UnifyCore
KnowledgeAssist
An assistant that answers from your own handbook in plain language — and cites the section it came from. KnowledgeAssist
Want to see SupportRoute on your own process?
Tell us how the work gets done today. We will tell you plainly whether this is the right fit — and what it would take.