Chat assignment

Automatic chat assignment, so every customer gets one owner

When the AI hands a conversation to your team, assignment rules decide who gets it: the contact's own salesperson first, then the next available person on the right team. If nobody replies in time, the chat moves on.

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When nobody owns the conversation

  • Two people answer the same customer, or nobody does.

    Every transferred chat goes to one person, picked by your assignment rules.

  • A customer writes back and their own salesperson never finds out.

    Prioritize the contact's owner: if that person is available, the chat goes straight to them.

  • A chat lands with someone who left for lunch and waits all afternoon.

    Only people set as Active receive conversations, and a chat with no reply in time is reassigned.

Assignment rules, step by step

A General rule covers every team, and a team that works differently can have its own. Each rule runs in order: first the contact's owner, then an available advisor from the team, then reassignment if nobody replies. If a step can't assign the conversation, the next one is tried.

  • Choose the advisor by round robin or at random
  • Make the advisor who receives the chat its owner, if it has none yet
  • Reassign after the time you set, up to a maximum number of times
  • At the limit, keep it with the last advisor or transfer it back to the AI with a message

Teams that receive conversations

Group people into teams such as Sales or Support. Transfer rules can send a conversation to a specific team or teammate, and anyone can use Transfer chat to pass a chat to a member or a team with an internal note. A team transfer is queued and handed to one of the team's available members.

  • A chat handed to you arrives unread
  • Filter metrics by team
  • Tags scoped to one team, so Support's labels don't clutter Sales

Chats only go to people who are there

Each person sets their session to Active, Inactive or On a break, from the Inbox header or the mobile app. Only Active people receive new conversations. When someone leaves for the day without switching off, an admin can set their session to inactive from Team management.

Two roles: Admin and Agent

Admins set the product up and see everything. Agents land straight in the Inbox, see only the chats assigned to them and the contacts they own, and can look up your catalogs while they chat. Each rep works their own queue without the noise of everyone else's.

How to get started

Set up routing

  1. 01

    Create your teams

    Go to Team management, then Teams. Click Create team and add people with Manage members.

  2. 02

    Review the assignment rule

    Under Team management, open Assignment rules, adjust the General rule, and add a team-specific rule where a team needs one.

  3. 03

    Point your transfer rules at a team

    In your AI agent's transfer rules, choose which team or teammate receives each kind of handoff.

Frequently asked questions

Assignment rules pick an available advisor from the team, by round robin or at random. You can have them try the contact's owner first.

Turn on reassignment and the chat moves to another available advisor after the time you set. After the maximum number of reassignments, it stays with the last advisor or goes back to the AI, as you choose.

Yes. A team-specific rule replaces the General rule for that team only. They become available once you have more than one team.

Not with the Agent role: Agents see only the chats assigned to them and the contacts they own. Admins see everything.

Yes. Write a clear description for each tag and the AI agent applies it to conversations as it works them.

Solo includes 1 seat, Growth 3 and Scale 8. On every plan you can add seats at $15 per seat per month.

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