Operations
Smart Assignment
Every lead to the right agent, at the right time.
Assignment rules by zone, product, language, skill, workload, or round-robin. AI can execute these rules within a flow and escalate to the appropriate human.
Methods
Rules, round-robin, load
SLA
Time-based reassignment
Use in Flows
Yes
What's included
Combinable Rules
Zone, product, language, schedule, and skill.
Load Balancing
Equitable distribution based on availability.
Within Flows
"Assign Owner" node in the agent editor.
Automatic Reassignment
If no one responds in time, it's reassigned.
How it works
- 01
Define Teams
Agents, skills, and schedules.
- 02
Create Rules
Conditions and priorities.
- 03
Apply
In the inbox, forms, and flows.
- 04
Review
Times and conversion per agent.
Use cases
Zone-based Teams
Leads to the agent in their city.
Multi-product
Each inquiry to the specialist.
Shifts
Continuous service between schedules.
Related features
Omnichannel Inbox
WhatsApp, Instagram, Facebook, email, SMS, voice, and webchat in one inbox.
Learn moreAI Agents and Visual Editor
Design conversational agents with a drag-and-drop flow editor.
Learn moreAnalytics, Funnel & Performance
Sales dashboards, funnel by stage, and human & AI performance.
Learn more