Team, routing and helpdesk

Response targets
Set a first-reply target (and a tighter one for urgent chats) under Team. Waiting chats show a countdown and an Overdue filter.

Routing
Rules match keywords, channels, languages and agents, and assign a person, set a priority or add a tag. With round-robin on, new hand-offs rotate between members who answer chats.

Saved replies
Write replies your team sends often; insert them in the inbox with one click, and optionally close the chat or hand it back to the AI after sending.

Helpdesk tickets
Connect Zendesk, Freshdesk, HubSpot or Intercom, and every hand-off also opens a ticket there with the transcript and a link back to the chat.

Mobile inbox
Open the inbox on your phone and add it to your home screen. Tap Notify me on this device to get a push notification when a customer needs a person or replies to you.