Route every lead to the right team.
Keep the context with it.Automatically assign incoming conversations to the appropriate AI Agent, service team or sales representative using customer context and the routing rules you configure.
Free to start · No credit card · No per-seat fees
Incoming lead
WhatsAppRouting rules
Assigned to
Conversation context included
From incoming conversation to the right owner.
Read the conversation context
Use supported customer, channel and conversation attributes.
Check your routing conditions
Evaluate tags, region, source, language signals, customer status and other configured criteria.
Apply assignment rules
Decide which AI Agent, team or representative should receive the conversation.
Assign or escalate
Send the conversation to the appropriate destination based on your workflow.
Keep the context attached
Continue with relevant customer details, tags and conversation history already available.
Route conversations using the signals that matter to your business.
By customer context
Route using customer information and intent. Use customer segment, tags, region, source, language signals and supported conversation attributes to guide routing decisions.
By channel and source
Send each entry point into the right workflow. Route conversations from website, email, WhatsApp, Messenger, Instagram, LINE, Telegram and other supported channels into the appropriate service or sales flow.
OWNERSHIP ROUTING
By ownership
Keep returning customers with the right relationship. Prioritize a previous representative or designated owner when available, with fallback rules when another assignment is needed.
Between AI and people
Let AI start. Bring people in when needed. Assign incoming conversations to AI for first response and information collection, then transfer selected conversations to human teams using configured rules.
Keep ownership clear as conversations move.
Keep customer continuity
- Return customers to a previous owner
- Maintain designated account ownership
- Preserve customer and conversation context
- Use fallback assignment rules when needed
Help balance the team
- Sequence assignment
- Workload-based distribution
- Random distribution where appropriate
- Group or designated-agent assignment
Use the assignment method that fits your operating model rather than forcing every conversation through the same queue.
Qualification identifies the opportunity. Routing gives it an owner.
Once a prospect meets the criteria your team defines, Mixdesk can use tags, customer details and workflow conditions to move that conversation into the appropriate sales or service assignment flow.
See how qualification works: Lead Qualification
Clearer ownership. Less manual coordination.
Global sourcing
Bringing order to a shared WhatsApp service operation.
A sourcing company serving customers across 18 countries was handling more than 300 daily inquiries through a shared WhatsApp operation. With only two service agents, unclear ownership and manual coordination created duplicate work and missed follow-up. Mixdesk helped distribute conversations, apply customer categories and keep relevant context available as AI and human agents handled different types of inquiries.
received daily
per human agent
team collaboration efficiency
Results reported by the customer after six months of deployment. Customer name anonymized for confidentiality; outcomes vary by volume, workflow design, staffing and business conditions.
Social commerce
Routing across a 100+ person sales team.
A social-commerce business managing nearly 200 WhatsApp accounts used customer tags and automated assignment workflows to create more consistent customer ownership across a large sales organization.
Routing built around your operating rules.
Your rules, not a black box
Define which customer signals, conditions and assignment methods determine where conversations go.
Keep ownership and context together
Move conversations between AI, service and sales teams without separating the assignment from the customer history.
Adapt routing as the team grows
Use different assignment approaches for teams, regions, customer segments and operating models.
FAQ
Common questions about lead routing.
What is lead routing?
How does Mixdesk route leads?
Can qualified leads be routed automatically?
Can returning customers reach the same representative?
Does Mixdesk automatically choose the best salesperson?
Explore the products behind this workflow
Get every lead to the right owner. Keep the context moving with it.
Automate conversation assignment, preserve customer context and help sales and service teams respond to the right opportunities faster.
Free to start · No credit card · No per-seat fees