Team inbox & routing
Every chat reaches the right person
Automatic routing sends each conversation to the right team and the least busy agent, within the limits you set. The shared inbox gives everyone the tools to answer quickly and consistently.
Highlights
What you get
A shared inbox for your support team: automatic routing by team, skill and capacity, transfers, internal notes, saved replies, tags, full-text search and supervisor tools.
Automatic routing
Least active agent or round robin, a fair queue, and a manual mode where agents pick chats.
Capacity limits
Set the maximum number of concurrent chats per agent; the queue fills the gaps as chats end.
Teams and skills
Default team per website, and skills such as Billing or Spanish that routing can prefer or require.
Notes and saved replies
Internal notes visitors never see, and saved replies typed as /shortcuts with placeholders.
Search and history
Full-text search across every message, with filters by tag, website, visitor, priority and date.
Supervisor tools
Monitor a chat silently, join it, or add a co-agent. Every change is in the audit log.
Workflow
Built for busy support teams
Assign, transfer with a note, set priorities and tags, and see who did what in the conversation timeline.
- Mine, unassigned and all views with live counts
- Transfer to a colleague or a team, with a note for context
- Priorities from low to urgent, and tags on chats and visitors
- Event lines in the thread: assigned, transferred, resolved, reopened
Access control
Roles that match how your team works
Five roles, owner, admin, supervisor, agent and viewer, with clear permissions. Changing a role or removing a member takes effect immediately, including on open connections.
- Invitations by email, bound to the invited address
- Sessions you can see and revoke
- An append-only audit log of changes to your organization
Documentation
Read the docs
FAQ
Frequently asked questions
How does automatic routing decide who gets a chat?
It picks an online agent in the right team who is below their chat limit, either the least active one or in round robin order. If the website or pre-chat answer needs a skill, routing can prefer or require agents with that skill.
What happens when every agent is busy?
The chat waits in a fair queue, the visitor sees their place in line and an estimated wait, and the first chat in line is assigned as soon as an agent has capacity. The same happens when your team reaches the plan’s concurrent-chat limit: visitors are never turned away.
Can supervisors listen in on chats?
Yes. Owners, admins and supervisors can monitor a chat silently or join it. A monitor’s typing and read receipts never reach the visitor.
Explore
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Start talking to your visitors today
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