Call & Chat Routing
Heedify supports omnichannel routing via queues and visual flow designers, integrated with Microsoft Teams, Teams Phone and WhatsApp Business so inbound voice, Teams chat and WhatsApp conversations land on the right agent under one configuration model.
Heedify routes customer interactions through queues and flows:
- Queues — define agent pools, SLA, fallbacks and music on hold.
- Call Flows — visual routing for inbound voice calls (greeting, IVR, queues, variables).
- Chat Flows — routing for Microsoft Teams chat conversations.
- WhatsApp Flows — routing for WhatsApp Business conversations.
Works with: Microsoft Teams, Teams Phone, Microsoft Graph, WhatsApp Business API, webhook-based CRMs.