Automate routing, assignment,
and escalation.
Closini gives operations teams full control over how conversations flow. Route intelligently, balance workloads, enforce SLAs, and keep a complete audit trail.
Before Closini vs. after.
Before: Conversations land in a single queue, nobody owns them
After: Intelligent routing assigns to the right agent instantly
Before: Some agents get 50 conversations, others get 5
After: Round-robin balances load automatically across teams
Before: SLA breaches discovered hours after they happen
After: Proactive alerts and auto-escalation before deadlines hit
Before: No visibility into who did what and when
After: Full audit trail for every action, assignment, and escalation
Total control over conversation flow.
From intelligent routing to SLA enforcement to full audit trails, Closini gives ops leaders the infrastructure to run world-class support.
Conversation routing
Route conversations by channel, language, topic, contact segment, or custom rules. The right conversation always reaches the right team.
Round-robin assignment
Distribute conversations evenly across agents. Weighted round-robin respects capacity, availability, and skill level.
SLA management
Define SLA policies per channel, priority, and team. Track first response, resolution time, and idle time with real-time dashboards.
Workflow automation
Build no-code automations for assignment rules, follow-up reminders, status changes, and notification triggers.
Team load balancing
Monitor agent capacity in real time. Auto-redistribute conversations when someone goes offline or hits their limit.
Audit trails
Every assignment, escalation, transfer, and status change is logged. Full accountability with exportable audit reports.
Numbers that speak for themselves.
Ready to automate your operations?
Join operations teams that eliminated unassigned conversations and hit 85%+ SLA compliance with intelligent automation.