How Smart Routing Works
Customer sends message
System checks tags, attributes, message
Rules evaluated by priority
Chat auto-assigned to agent
Agent notified in Live Chat
0
Total conversations
0
Auto-assigned
0
Unassigned
0
Active rules
Routing Rules
Teams
Agents
Analytics
Access Control
Routing Rules
Rules are evaluated top to bottom by priority. First match wins.
Quick start examples: Route by keyword (sales, support, refund), by tag (VIP, Hot Lead), by city (Mumbai, Delhi), by lead score, or distribute to teams using round robin.
Load example rules →
Loading...
Agent Teams
Group agents into teams — Sales, Support, City-wise, Service-wise, etc.
Loading...
Agent Status
Online agents are preferred for assignment. Offline agents may still receive chats as fallback.
Loading...
Agent Assignment Breakdown
Loading...
Routing Rule Performance
Loading...
User Access Control
Control what each agent can see and do. Changes take effect on their next login.
Loading...
Role Templates
👤 Agent
Live Chat only
🎧 Support
Live Chat + Contacts + Forms
💼 Sales
Chat + Contacts + Campaigns + Analytics
🔑 Admin
Everything except Settings and Billing
Click a template to apply it to the selected agent below
How it works
• Set a role using the dropdown per agent
• Click Custom to override individual permissions
• Changes apply on next agent login
• Owner always has full access
• Click Custom to override individual permissions
• Changes apply on next agent login
• Owner always has full access