Features
Every ticket reaches the right person
Make teams for support, sales, billing or social care. Rules, workflows, the chatbot and the AI agent send tickets to a team, and the queue gives each one to the right available person: by skill first, then by load, passing over anyone who is away or already full.
Get startedOn Pro and Agency.
How routing works
- 1
Make your teams
Name them and add the people in each.
- 2
Send work to them
Inbox rules, the chatbot and the AI agent hand tickets to a team.
- 3
Share it out
The queue gives each ticket to an available teammate with the right skills, in turn or to the lightest load.
- 4
Watch it live
On Enterprise, supervisors see every queue, who has what and what’s at risk, and move work in bulk.
What teams bring
Teams are for routing, not access: who can see what stays with roles.
- Queues
- Each team has its queue of tickets waiting for someone.
- Automatic sharing out
- In turn, or to whoever has the fewest open conversations.
- Skills
- Languages, products, VIP or your own list, per person; a rule, team or channel asks for the skills it needs.
- Capacity
- A limit on open chats per person, so nobody is given more than they can answer.
- Away
- Away, or away until a time: people away are passed over until they are back.
- Supervisors
- A live view of every queue, queue alerts, coverage for the week and shift reports (Enterprise).
- Targets per team
- Service targets and escalation to a team (Pro).
- Reports per team
- Reply and resolution times and targets met, team by team.
- Custom roles
- See every ticket or only your own and the unassigned ones, contact details masked, per brand.
- Preview a role
- See the app as a role sees it before you give it to someone.
On Pro and Agency
Teams, queues and automatic assignment come with Pro, with custom roles, service targets and time automations.
Questions
Is a team the same as a role?
No. A role decides what someone may see and do; a team decides which tickets reach them.
What happens when someone is away?
They set themselves away (or an owner does), and the queue passes over them until they are back.
Can the AI agent hand over to a team?
Yes, as can the chatbot, workflows and your inbox rules.
Can tickets go by language or product?
Yes. Give people skills such as a language or a product, and the rule, team or channel asks for them; the ticket goes to someone who has them.
Put every ticket in the right hands
