AI reads the conversation; the router decides who takes it — by skill, language, capacity, and SLA target.
Conversations go to whoever's free — not to whoever actually knows the answer.
One agent is drowning in four conversations while another sits idle, and nobody sees it.
And when a conversation misses its deadline, you find out after the customer is upset — not before.
AI produces scored attributes; the engine decides by your rules. Predictable and auditable.
An Egyptian-Arabic sales conversation won't land with an English-only support agent.
And it varies by channel: several chats at once, but only one call.
Time waited, customer tier, and deal value all shape the queue order.
A returning customer goes back to the person who knows their story, when available.
No one available? An AI agent, an overflow queue, or a callback. Outside business hours the clock pauses.
Routing isn’t a decision made once at the start. The engine watches every open conversation, and the moment a response deadline gets close it moves the conversation to an available agent — before the customer notices.
Channel, language, skill, and business hours per queue.
First-response and resolution times, and how many conversations each agent can hold.
And logs every decision with its reason.
The engine takes its attributes from your AI agents, the supervisor plane watches queues in real time, and the conversation lands in the inbox ready to answer.
AI suggests, the router decides — and every decision comes with its reason.
Real words from customers in real estate, healthcare, and fitness.
“I spoke to many companies of different nationalities… the only one I felt truly understood me was Eng. Tarek. Personally, I'm proud that work at this level exists in Egypt — it meant I didn't have to contract an English or Indian company in the same field.”
“The platform is easy to use, helped us improve our conversion rate, and delivers strong performance — especially for the medical field. The team is very professional, and their customer support is outstanding and always responsive. Highly recommended.”
“Dovera allowed us to save 10+ hours a week through their AI agent and booking system.”
No. The AI only reads the conversation and produces attributes — intent, language, urgency, required skill — each with a confidence score. The decision itself is made by a rules engine you configure: skill, capacity, business hours, and SLA target. That separation is deliberate, so routing stays predictable and auditable rather than arbitrary.
You define the fallback per queue: stay with the AI agent, move to an overflow queue, or capture details and promise a callback. Outside business hours the SLA clock pauses and resumes at the next working hour.
Yes. A supervisor can pull any conversation and assign it to a specific agent, or rebalance an entire queue in one click. Manual assignments are logged exactly like automatic ones.
No. Each agent has a capacity you set, and it varies by channel type. The engine won't route beyond it; overflow goes to a fallback queue or an AI agent, by your rule.
Every routing decision is logged with its reason: the extracted attributes, the rules evaluated, which alternatives were ruled out and why, and the timestamp. It's available in the audit log for review or for tuning the rules.
Book a demo and we'll show you exactly how Dovera replies, books, and opens customer profiles 24/7.
