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Routing & SLAs

Every ticket routed. Every decision explained.

Callario reads each new ticket’s intent, sentiment and language, matches it to the right queue, and picks an agent by skill, capacity and availability — then writes down why. SLA policies follow your business hours, pause while you wait on the customer, and raise an alarm before a deadline slips.

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  • Queues that route on AI-detected intent, sentiment and language
  • Every assignment records the reason it was made
  • At-risk SLAs move to your escalation queue on their own
Why this ticket is yours#2114 · Website chat · 10:02

طلبي لم يصل بعد، والتتبع متوقف منذ ثلاثة أيام.

“My order still hasn’t arrived, and tracking hasn’t moved in three days.”

  1. 01AI triage

    intent · shippingsentiment · negativelanguage · ar

  2. 02Queue matched · Arabic orders

    language is arintent is shipping

  3. 03Who could take it

    • OHOmar HaddadArabic 5 · Orders 42/5 open
    • SNSara NasserArabic 4 · Orders 34/5 open
    • PNPriya NairAway — nothing new is routed1/5 open

  4. 04Decision, as recorded

    Least busy: Omar Haddad (2/5 open), skill match 9

01Queues & conditions

Queues that read the ticket.
Rules anyone can read.

A queue claims the tickets whose conditions all match — channel, priority, type or tag, what AI triage found, or who the customer is in the CRM: VIP, account tier or segment. Then it hands each ticket to an agent by your chosen strategy, weighed against the skills the work needs.

  • Arabic shipping questions to Arabic speakers — no keyword lists
  • VIPs, key accounts and segments get their own lane
  • Least busy, round-robin, longest idle — or manual pick-up
Queue · Arabic orders

When every condition matches

  • LanguageisarAI triage
  • IntentisshippingAI triage
  • RequesterisVIPCRM

Distribute by

Least busyRound-robinLongest idleManual

Required skills

  • Arabic≥ 4
  • Orders≥ 3

No perfect match online? The skill floor relaxes one level at a time — and the decision says so.

02Capacity & presence

The right person,
who actually has room.

Routing only offers work to agents who are Online and under their own capacity. Away, Busy and Offline agents receive nothing new; an agent whose console goes quiet for ten minutes is set to Away. Live chats are offered one agent at a time, and move on if nobody accepts.

  • Per-agent capacity, measured against open work
  • A 45-second window to accept a chat, then the next agent
  • Skill floors relax one level at a time when nobody matches
Agents2 online · 10 open
  • OHOmar HaddadOnlineArabic · Orders2/5 open
  • SNSara NasserOnlineArabic · Returns4/5 open
  • PNPriya NairAwaySet automatically · no activity for 10 min1/5 open
  • MRMaya RiveraBusyEscalations3/4 open
New chat offered to Omar45 seconds to accept, then it moves to the next agent

03SLA policies

Promises with a clock.
And a plan for when one slips.

Set first-response and resolution targets for each priority, choose which tickets a policy covers, and run the clocks on your own business hours. Before a deadline passes, an at-risk ticket moves to your escalation queue; when one is missed, a workflow can take it from there.

  • Clocks pause while a ticket is Pending or On hold
  • “About to breach” and “breached” events for your workflows
  • The matching policy is pinned when a ticket opens — reordering never moves it
SLA policy · Priority customersVIP customers
PriorityFirst replyResolution
Urgent15 min4 h
High1 h8 h
Normal4 h2 days
Low8 h5 days
Sun–Thu · 09:00–18:00 · DubaiPaused while Pending or On hold

What happened today

  • SLA about to breach · #2087Moved to the Escalations queue13:02
  • SLA breached · #2071Workflow “Escalate a missed SLA” started13:47

04Everything in the box

Routing you can explain
to anyone who asks.

  • Explainable decisionsEach assignment — and each failed one — is logged with its reason.
  • AI triage conditionsRoute on intent, sentiment or language detected from the first message.
  • CRM-aware routingMatch on VIP standing, account tier or customer segment.
  • Four strategiesLeast busy, round-robin, longest idle, or manual pick-up.
  • Skills & proficiencySkills rated 1–5; queues set a floor that relaxes if nobody matches.
  • Capacity & presenceOnline, Away, Busy, Offline — and a per-agent ceiling on open work.
  • Live chat offersOne agent at a time, 45 seconds to accept, then the next.
  • Teams own their queuesA routed ticket joins the queue’s team, even when nobody is free yet.
  • Escalation queueAt-risk and breached tickets are swept there every minute.
  • SLA targets per priorityFirst response and resolution, by priority, channel, type, tag or customer.
  • Business hours & pausesYour working week and time zone; paused while Pending or On hold.
  • SLA events“About to breach” and “breached” can start any of your workflows.

05Straight answers

How routing behaves
on a bad day.

What happens when nobody with the right skills is online?
Callario relaxes the skill floor one level at a time, and as a last resort routes on capacity alone — the recorded reason says which. If nobody is free at all, the ticket waits in the queue, owned by that queue’s team, and the log says “all agents at capacity or not ready”.
Does AI triage run on every ticket?
Only when one of your auto-route queues depends on intent, sentiment or language, or when someone presses Triage on a ticket. A workspace that routes on channel, priority or customer alone never needs it.
What if the AI is unavailable?
Routing carries on with every condition that doesn’t need it. A queue that depends on triage is skipped, and the ticket’s routing log names that queue and says why — it never fails silently.
Does AI set our SLA targets or predict breaches?
No. SLAs are your policies, applied exactly: targets per priority, business hours and pauses. The only “prediction” is arithmetic — a ticket close to its deadline is marked at risk.
Can routing tell a VIP from a first-time visitor?
Yes. Queues and SLA policies can match on VIP standing, account tier and customer segment from the CRM, so key accounts get their own lane and their own targets.
Can an agent see why a ticket was assigned to them?
Yes. Each ticket carries its routing trace — what triage found, which queue matched, which strategy chose, and the reason in plain words, such as “Least busy: Omar Haddad (2/5 open)”.

Works with the rest of Callario

Inbox & TicketingWhere every routed ticket lands.WorkflowsAct on “SLA about to breach” and “breached”.Contacts & CRMThe VIP flags, tiers and segments routing reads.Reporting & QASLA and team pulse, side by side.
Design-partner programme · now onboarding

Put it in front of
real customers.

We’re onboarding a small group of teams ready to run their support on Callario’s AI — and to tell us where it breaks. Bring your real conversations; we’ll bring the platform and the people who build it.

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  • No training on your data
  • English and Arabic
  • Human takeover, any time

What design partners get

  • The whole platform, set up with youAI agent, copilot, workflows, inbox and knowledge — configured around your real conversations.
  • A direct line to the buildersTalk to the people who write the code, not a support queue.
  • A say in what ships nextYour feedback shapes the roadmap, week by week.