Hand it to the team. Let the queue do the rest.
Assign a team instead of typing five names. A fair round-robin picks the primary from whoever is online with spare capacity, and whatever nobody could take waits in the team queue, visible to all, until someone claims it or a sweep hands it out.
Round-robin by recency ✦ Caps per advisor ✦ Queues that sweep themselves
Team queue 0 waiting
Incoming
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BBingo Hotels
Caps, windows and a queue you can see
One settings page holds the organisation rules: whether finishing a workflow resolves the chat, the default number of open chats automatic routing may give an advisor, and the activity window that decides which chats still count. The Queues card shows every team's waiting chats, the oldest wait and who has capacity, and turns red when chats wait and nobody can take them.
- Load counts what matters. Primary chats with an active workflow and a message inside the window; group and autopilot chats are excluded, tickets never count.
- Per-advisor overrides on Team Members; zero means online but never auto-routed.
- Sweep now hands waiting chats to members with capacity, oldest first, least-recently-assigned member first.
Queues
Routing that respects the roster
Assign the team, not the names
Pick a team in the assignment picker and every current member sees the chat. The primary is chosen by round-robin, and a system message in the thread records the hand-off.
Respect capacity and availability
Automatic routing skips advisors who are offline, on a break or at their cap, and leaves the chat in the team queue. Self-claim ignores the cap, so a willing agent can always take it.
Answer after hours without spam
A per-channel away schedule sends one branded reply per off-hours block per chat, in the channel's own timezone, with holidays uploaded once as CSV.
11 pm on a Sunday still gets an answer
Each channel has its own timezone, weekly hours with several windows per day, a holiday list and the message text. When a message lands outside hours and neither the bot journey nor Kaylee will respond, the away reply goes out once, attributed to the bot identity you choose. A second message in the same off-hours block gets nothing extra, and a real reply from an agent keeps it quiet.
- Up to five windows a day, so a lunch break is modelled, not ignored.
- Holidays as dates, curated once as a spreadsheet and reused across years and channels.
- Off by default per channel; enabling it is a deliberate act.
Thanks for writing to Acme Hotels. We are closed right now and will reply when we open at 9 am.
Ready to stop dispatching chats by hand?
Create a team, set a cap and let the queue hand out the next conversation.
Questions, answered
Assign a person, several people with one primary, or a whole team. When a team is assigned every current member sees the chat, and an available member with spare capacity is picked as primary by a round-robin that favours whoever has not been primary most recently. Bot journeys, automations and the API route the same way.
Chats routed to a team while nobody in it was online or had capacity. The whole team sees them as Unowned until someone is handed one, claims it, or an admin sweeps. The Queues card shows, per team, how many are waiting, how long the oldest has waited and how many members have spare capacity; Sweep now hands them out oldest first.
Load is an advisor's open chats where they are primary, with a workflow still active and a message inside the activity window, which defaults to 14 days. The cap is their own override on Team Members, else the organisation default, else unlimited; zero means online but never auto-routed. Caps govern automatic routing only: self-claim and admin assignment always work.
Each channel can have an away schedule with its own timezone, multiple in-hours windows per day, holiday dates uploaded as CSV, and the message text. A guest who messages ten times overnight gets exactly one away reply per off-hours block, sent as the bot identity you choose, and never a second one while an agent is already replying.