Route every customer to the right agent

Route customers to the best-suited agent based on history, situation, and needs for faster, personalized support.

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A woman on the left texts about a honeymoon reservation. An arrow points to a text bubble with "Hi there—I’d like to make a reservation for my honeymoon" and "Lifetime Value > $1,000." Another arrow points to a man on the right, wearing a headset, appearing engaged, set against a green background.

See People Match® in action

Smart routing assigns the right agent by matching status, context, and skills, so every conversation starts off right.

Benefits

Woman in white sweater and patterned pants smiles while talking on phone and pulling suitcase. Nearby, an upcoming flight itinerary shows SFO to JFK.

Match every customer with care

Route customers based on who they are, their history, and their sentiment, so VIPs and high-stakes situations get the right attention from the start.

A woman in an office wearing a headset smiles while assisting. A speech bubble reads an Italian query for help. Tone conveys professionalism and friendliness.

Solve issues faster with smart routing

Assign conversations using context like urgency, skills, and availability, ensuring every customer reaches the best-suited agent the first time. No transfers, no repeats.

A man in a blue shirt wearing a headset smiles while video conferencing on a laptop in a bright, modern home office. A small plant is visible beside him.

Keep continuity across every channel

Maintain context and relationships with dedicated agent assignments and seamless channel switching, so customers never have to start over.

Why smart routing stands apart

Connect customers to the right agent at the right time for faster resolutions and more personal service.

Feature
People Match®
Legacy CRMs

Route by situation

Urgency like cancellations, abandoned carts

Basic routing by channel

Route by need

Skill-based like billing or language

Manual handoffs, skill gaps

Capacity-based routing

Match based on real-time agent availability

Overloaded queues, slower response times

Dedicated agent assignments

Return customers routed to the same agent

No continuity, random reassignment

Channel switching

Keep context when switching channels

Routed to new agents, context lost

Additional platform features
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Conversation Timeline

See every conversation across channels in one lifelong thread to give agents context at a glance.

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Customer Profile

Unify every customer’s history, preferences, and relationships in one view for faster, more personal service.

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Answers

Use one knowledge base to publish Answers across channels and languages, streamlining FAQs and agent responses.

Trusted by the world’s most customer-focused brands

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TUMI dark grey logo

“Gladly helps us keep humans in the forefront of how we interact, routing customers to the same agents and offering continuity, historical knowledge, and empathetic insight.”

Victor Sanz

Creative Director, TUMI

Start delivering personalized service at scale

Route customers to the right agent from the start. No transfers, no context lost, just faster and more personal service.