Intelligent auto-assignment
Automatically route every incoming conversation to the best available agent based on skills, workload, and availability — no manual triage needed.
Chat Routing
Get every customer to the right agent, automatically
Stop manually assigning chats. Set up intelligent routing rules that send each conversation to the most qualified available agent in seconds. Reduce wait times, improve first-contact resolution, and match customers with the right expertise every time.
How Chat Routing drives efficiency
Flexible routing rules
Create routing rules based on agent skills, language, department, visitor source, keyword triggers, or any custom criteria your business needs.
Scalable queue management
Handle growing chat volumes with overflow handling, department routing, and time-based rules that keep service levels consistent around the clock.
ROUTING
Smart distribution, faster resolutions
Reduce wait times and improve first-contact resolution by matching customers with the right expertise every time. Intelligent routing ensures no conversation is left unattended.
Round-Robin Assignment
Distribute conversations evenly across available agents to balance workload fairly and prevent burnout.
Skill-Based Routing
Match customers to agents with the specific product knowledge or language skills needed to resolve their issue.
Overflow Handling
Set fallback rules so conversations are never left unattended when your primary agents are busy or offline.
EFFICIENCY
An incoming conversation is matched automatically to an agent with the right product knowledge, so the customer reaches someone who can help on the first try.
Use case · Support teams
RULES
Route by any criteria you choose
Create routing rules based on agent skills, language, department, visitor source, keyword triggers, or any custom criteria your business needs. Full flexibility to match your workflow.
Department Routing
Separate incoming chats by department — sales, support, billing — so every team handles their own queue.
Time-Based Rules
Configure different routing logic for business hours and after hours to keep service levels consistent around the clock.
Priority Routing
Identify VIP customers and route them to senior agents or dedicated queues for premium service.
FLEXIBILITY
A support manager sets up separate routing rules for sales and billing inquiries, so each team only sees conversations relevant to its queue.
Use case · Multi-department teams
SCALE
Routing that grows with your team
As your team expands, your routing rules scale effortlessly. Advanced features like load balancing, geographic routing, and SLA-based escalation keep your operation running smoothly at any volume.
Load Balancing
Automatically distribute conversations based on each agent's current workload and capacity to prevent bottlenecks during peak hours.
Geographic Routing
Route visitors to agents in the same region or timezone for faster, more relevant support and language matching.
SLA-Based Escalation
Automatically escalate conversations that approach SLA thresholds to available agents or supervisors to maintain service commitments.
SCALABILITY
As a growing support team adds agents, load balancing and SLA-based escalation keep every queue evenly distributed without manual reconfiguration.
Use case · Scaling support teams
Explore Features
Live Chat
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