Send every chat to the
right team
No more "let me transfer you." Initio reads the topic, sends each conversation straight to the department that owns it, and notifies only that team, so customers get the right answer the first time.
Routes by topic
Sales
2 agents
Support
3 agents
Billing
2 agents
Topic in, right team out, every time, with zero manual transfers.
Set it up once, route forever
Three steps to a routing system that runs itself and keeps every team focused on what's actually theirs.
Build your departments
Group agents into teams like Sales, Support, and Billing, each with its own queue and members.
Visitors pick a topic
A short topic list lets visitors self-route in one tap, so the chat starts in the right place.
Initio routes & notifies
The conversation lands in the right department and pings only that team, no cross-team noise.
Right team, first time, and the numbers move with it
75% of customers expect a fast answer. Sending each chat to the person who can actually give one is how you deliver it.
First-contact resolution
The right specialist answers from the start, fewer escalations.
Average handle time
No transfers, no repeated context, no "let me check with the team."
CSAT
Customers feel a quick, confident answer instead of a runaround.
Cross-team noise
Agents only see the chats that are genuinely theirs to handle.
Directional outcomes reported across the industry for skills-based and department routing.
Less chaos, faster answers
When a billing question lands in the billing queue and a sales lead lands with sales, nothing gets dropped and nobody steps on each other. Customers feel it as a quick, confident answer, your team feels it as a calmer day.
- Focused queues, agents see only their department
- Clear ownership, every chat has a team accountable for it
- Clean handoffs when a chat does need another team
Departments & routing are available on Growth and above.
Route every chat to the right team
Set up departments in minutes and let Initio handle the rest, first time, every time.