Get every chat to the right team.
Chats go where they belong, whether it’s support, a sales opportunity, an after-hours request, or something that needs a manager.
Open a ticket the moment a chat starts
When a new chat starts, Text opens a ticket automatically so your team can track and manage the conversation.
When to use it
You want every conversation recorded from the start, especially when your team manages customer requests through tickets.
Route chats that arrive after hours
Chats that arrive outside your team's working hours are routed to the right after-hours workflow.
When to use it
Customers contact you around the clock, but your support team isn't always online. Make sure after-hours conversations are captured and handled consistently.
Take after-hours requests as tickets
The AI Agent handles an after-hours request, collects the customer's details, and creates a ticket for your team to follow up on.
When to use it
You want customers to get a useful response after hours without requiring an agent to be online.
Transfer Spanish chats to the Spanish team
The AI Agent recognizes when a customer needs Spanish support and transfers the conversation to your Spanish-speaking team.
When to use it
You have agents who support different languages and want customers to reach the right person without having to ask for a transfer. Edit the skill to change the language.
Transfer support questions to Support
The AI Agent identifies support questions and transfers them directly to your support team.
When to use it
Different teams handle different types of conversations and you want support requests to skip the wrong queue.
Send product questions to the right team
When a customer asks about a product, Text routes the conversation to the team responsible for it.
When to use it
You have product specialists or separate teams and want product questions handled by people with the right knowledge.
Alert a supervisor on urgent keywords
When a chat contains a keyword that signals urgency, Text alerts a supervisor.
When to use it
Certain words or requests need immediate attention and you want supervisors to know without monitoring every conversation.
Announce and tag every transfer
When a chat moves to another team, Text announces the transfer and adds the right tag.
When to use it
You want agents to understand where a conversation came from and why it was transferred without having to ask the customer.
Escalate a ticket to a manager
When a ticket needs management attention, Text escalates it to the right manager.
When to use it
Some customer issues need someone with more authority to resolve them, and you want a clear escalation path for your team.
Need to route something else?
Describe who should handle the chat and when it should move. Text drafts the skill and asks for anything it's missing.