Put each new request in the right hands.
Routing evaluates configured groups, skills, availability, working hours and current load before assigning a new conversation. When no eligible agent can take it, the request waits visibly in a queue.
A clear view of the work.
Route a new request with availability and capacity in view.
PRIVATE NOTEPlease verify the order before confirming the address change.
A customer reaches a relevant team without support managers manually sorting every new message, and agents do not silently exceed their configured workload.
How it works.
Follow the implemented workflow from the first action to the next.
Choose a destination
The merchant configures support groups and route rules. A pre-chat group answer or customer context can help choose the team.
Check who can accept
The route considers accepting status, group membership, skills, working hours and each agent's configured capacity.
Queue or transfer safely
A request can wait until capacity opens. Authorized staff can move it to an agent, group or queue with a version and capacity check.
Built around the work.
Capacity-aware assignment
Configured agent and group capacities shape eligible routing; current workload is visible to supervisors.
Time-aware coverage
Working-hour and exceptional-opening rules use configured time zones rather than assuming every team is always online.
Priority and context
Priority, VIP customer state and skills can inform supported operational choices and reporting; they do not promise immediate service.
Make it work for your team.
- Administrators configure group membership, skills, routing policy and working hours.
- Agents control accepting status; authorized staff adjust configured capacity.
- Supervisors review waiting work and use allowed reassignment tools.
Know what to expect.
- The proposed commercial maximum of 20 active chats per online agent is not a current enforced schema maximum. Configured capacity is the actual current control.
- If no eligible agent is available, the chat can wait; no response-time guarantee is made here.
- Priority and VIP classification are not a promise of automatic queue bypass in every configuration.
A specialist request at a busy moment
Illustrative: a customer selects Billing in the pre-chat form. Eligible Billing agents are checked. If all are at configured capacity, the request waits with its context until a safe assignment is possible.
The details matter.
What if all agents are busy?＋
The request can stay in the waiting queue. Supervisors can see workload and reassign within the same capacity and permission rules.
Is there a hard limit of 20 chats per agent?＋
No. Twenty is a proposed future commercial direction, not a presently enforced schema maximum. Administrators configure current agent capacity.
Can a transfer lose the thread?＋
The validated transfer changes ownership of the existing conversation, preserving its public history and customer context.
Make every conversation easier to carry forward.
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