Routing & telephony
Route by skill.
Not by random.
Match callers to specialists based on intent, language, account tier, geography — any signal. Skill-based queues turn round-robin into real targeting.
30-minute free trial. No card. No procurement.
How it works
Inspect.
Match. Connect.
Drag, wire, deploy. Each step is reversible — every save creates a versioned snapshot.
Define skill tags
Per-agent: languages spoken, tier authority, vertical expertise, account ownership. Per-queue: required skills.
Inspect the call
Caller intent, captured fields, account tier, language — surfaced before the routing decision.
Outcome
Booked
Sentiment
+0.71
Duration
2:14
▸ captured · intent: booking
▸ captured · slot: Tue 14:00
Pick the best match
Weighted matching with fallback rules. Routes to top-skill match available; ladders down if no match free.
Triage
Inbound router
DONEBooking
Scheduling specialist
ACTIVEConfirm
SMS follow-up
QUEUEDShared context · call IN-44219
caller.name = "Aarav Singh" caller.intent = "follow-up booking" captured.slot = "Tue 14:00" captured.doctor = "DR. Patel" captured.insurer = "BCBS"
Smarter queue logic
One queue.
Many decisions.
No bolt-ons. No second platform. Every primitive ships with the editor.
Multi-signal matching
Skill, tier, language, geography, account ownership — all available as routing inputs.
Weighted priorities
'Language match > skill match > availability' — tunable per workflow.
Ladder fallback
No skill match free? Falls back to next-best with a configurable ladder. No caller stranded.
Live queue dashboard
Real-time view of queue depth, wait times, agent availability per skill. Adjustable mid-shift.
Shipped in production
Real teams, real outcomes.
“Conversion rate up from 65% to 82%. Agent workload reduced by 40%. Lead response time under 2 minutes.”
Ayush Pateria
CEO & Cofounder, Snazzy · Snazzy
Trust + ecosystem
Plugs in. Audits clean.
Wires into your existing stack via 100+ connectors. Compliant from day one across the workloads that demand it.
Salesforce
HubSpot
Zendesk
Slack
Twilio
PlivoDon't see yours? Finn plugs into any system via REST + webhooks.
FAQ
Questions and answers.
How are skill tags managed?+
Per-agent profile in the dashboard. Add/remove skills, set proficiency levels, define availability windows. Bulk-import from your existing HR or workforce-management system.
What signals can drive routing?+
Intent (from voice analysis), captured fields (account number, product), language detected, geography (caller area code), CRM-derived signals (tier, owner, history), custom workflow flags.
How does the fallback ladder work?+
Configurable per workflow. Default: prefer exact skill match → 1-level-down match → any available. Can be tightened (queue forever) or loosened (any-skill ok) per business rule.
Can I see queue stats in real time?+
Yes — dashboard shows queue depth per skill, wait times per tier, agent utilization. Filter + drill in. Adjustable thresholds + alerts.
What if no agent matches?+
Configurable: leave on hold with periodic check-in, schedule callback, route to Finn for first-pass handling + escalate later.
Right specialist, first time
Stop transferring twice.
Land it on the first try.
Skill-based routing matches the caller to the right specialist on first connect. Fewer transfers, faster resolutions, happier callers + agents.