Peak Chat / Inbound routing
The inquiry arrived.Just with the wrong person.
Project requests, support questions and job applications often land in the same inbox and get forwarded until someone feels responsible. The plan is for Peak Chat to understand the request and route it by your rules. Today the Peak Chat inbox sorts conversations into sections, and Peak Helpdesk assigns tickets to a person.
Put the goal into words. Add perspectives and timing right below.
Explore the planned flow with a local example.
Request / rule / owner
Who should read this?
- The inquiry type
- What is the message about?
- The rule
- How do you tell where it belongs?
- The owner
- Who answers, and who stands in?
Your small trial run
From an inquiry type to a clear rule.
Fill in the working example and see how inquiry, feature and owner fit together. Everything stays in this open preview only.
Local working example · nothing is saved or sent. Please don't enter personal data.
Three thoughts. One clear assignment.
Draft · not yet put together
- The inquiry type
- Still open
- 責任者
- Still open
- The feature
- Still open
From inbound to the right person
Understand first. Then route.
The order turns a full inbox into a clear path. That's how the flow is planned.
- 01Occasion
A message arrives.
The inquiry typeWhat is the message about?
Through the website, e-mail or WhatsApp. The Peak Chat inbox already keeps one conversation per person across your connected accounts today.
Channel → one conversation per person - 02Action
Recognise the request.
The ruleHow do you tell where it belongs?
The plan is for the chat to ask a short question if needed and then route the request by your rules. Every assignment is meant to show its reason.
Tool → rule with reason - 03Result
The right person answers.
The ownerWho answers, and who stands in?
The owner sees the full history and can turn a message into a task. The note here is a local preview.
Sample artifact → routing note
What you can already see today
See routing as a simulation.
The live demo shows a conversation with example data. Today there's the Peak Chat inbox with sections and tasks, plus ticket assignment in Peak Helpdesk.
See the live demoPeak Chat / Your next step
Every inquiry deserves the right person.
Take the inquiry type that gets forwarded most often on your team and check it in the example.
Start the routing example
No back and forth on the team.
Who answers, and who stands in?
Frequently asked questions
Does Peak Chat route inquiries automatically today?
No. Automatic routing is planned. Today there are inbox sections and ticket assignment in Peak Helpdesk.
Which channels come together in the inbox?
Gmail, Outlook, Slack, Teams and WhatsApp Business, each through your own connected accounts.
Who sees routed conversations?
Roles and permissions in Peak One decide that.