Template: Support Routing

Category: Customer Support

Route visitors to the right department or team. This template sorts incoming inquiries by department, then narrows down the topic with sub-categories before collecting contact details and notifying the appropriate team.

Who It's For

• Companies with multiple departments (sales, support, billing)
• Businesses that need to route inquiries to specialized teams
• Organizations that want structured intake for support requests

How It Works

The chatbot asks visitors to select a department, then presents relevant sub-categories to help classify the inquiry. After the visitor provides details, the appropriate team is notified with context about the request.

Conversation Flow

Start
  → Welcome message
  → "Which department?" (4 options)
     │
     ├─ "Sales"
     │    → Sales intro
     │    → Sub-topic: "Pricing information" / "Product demo" / "Custom quote"
     │    → Contact form → Sales team notified (status: Lead)
     │
     ├─ "Technical Support"
     │    → Support intro
     │    → Sub-topic: "Something isn't working" / "How do I...?" / "Account access"
     │    → Contact form → Support team notified (status: New)
     │
     ├─ "Billing & Accounts"
     │    → Billing intro
     │    → Sub-topic: "Invoice" / "Payment issue" / "Refund" / "Plan change"
     │    → Contact form → Billing team notified (status: New)
     │
     └─ "General Inquiry"
          → Contact form → General team notified (status: New)

What It Collects

All paths collect the same contact information:

• Name (required)
• Email (required)
• "How can we help?" (required, text area)

Additionally captured through the flow:

• Department (selection)
• Sub-topic (selection, except General Inquiry)

Notifications

This template uses department-specific notifications with different push messages:

All departments send email notifications and push notifications to your team.

Customization Ideas

• Change departments to match your organization (e.g., "Design", "Engineering", "HR")
• Add different contact forms per department — sales might need company name and budget, support might need account ID
• Route to different email addresses per department (e.g., sales@, support@, billing@)
• Connect Live Chat nodes to high-priority paths (e.g., sales inquiries go directly to live chat)
• Connect an AI Chatbot node to the support path for instant troubleshooting
• Add urgency options within support (e.g., "Critical — service is down" vs "Low — general question")
• Add a "Not sure" option that provides guidance on which department to choose

Example Department Structures

Related Templates

• FAQ Bot — Self-service answers before routing to support
• After-Hours Support — Handle routing when team is offline
• Appointment Booking — Schedule meetings after routing