SLA & routing
Skill-based routing for WhatsApp and web chat, by team and VIP priority.
The bot hands each chat over with a skill and a team. Axonave offers it to the free agent who has that skill, on that team, under their chat cap. The queue serves the most urgent first, and an SLA clock starts at the hand-over.
- Routes by
- Skill
- Team
- Priority
- VIP tag
- Business hours
Routing today
Every chat lands in one pile, and someone sorts it by hand.
“The Malay chat waited for Hafiz all morning.”
Without skills, the first free agent takes it, then passes it on.
“Our VIP customer waited behind 20 others.”
A queue that only knows first-come, first-served treats every customer the same.
“Priya has eight chats. Mei Ling has none.”
Without a cap per agent, the fastest person gets buried.
Skills
A chat carries its skill, and the agent who has it answers.
Each agent has skills, each with a level. A chat that needs Orders & Delivery goes to a free agent with that skill, the best-skilled first. Set a minimum level, and choose whether a chat waits for the skill or falls back to anyone.
- Skills with a level for every agent
- All the skills, or any of them
- Wait for the skill, or fall back to anyone
A WhatsApp chat the bot handed over carries the Orders & Delivery skill. Mei Ling Tan, who has it, picks it up.
Where skills come from
The menu choice, the pre-chat form or the WhatsApp number decides the skill.
A website widget or a WhatsApp number can give every chat a skill and a priority. A pre-chat answer can add one. The bot’s hand-over step names a skill, a team or a priority. A contact tagged VIP becomes urgent.
- Default skills and priority per widget and WhatsApp number
- A skill for each pre-chat answer
- VIP customers made urgent automatically
Irfan picks warranty from the menu. The bot asks for a number the technician can call, then hands the chat to a warranty specialist.
Capacity
Ten chats each, and the least busy agent goes next.
Give every agent a chat cap. Then pick how Axonave chooses among the free ones: round robin, least busy, the longest idle, or the agent the customer had last time. The monitor shows each agent’s load as it changes.
- Round robin, least busy, most idle or by priority
- The same agent as last time, when they’re free
- A cap per agent, or one for the workspace
Teras Home’s agents against their cap of 10: Priya has 6, Hafiz and Mei Ling 2 each. Three are away or offline.
The queue
Urgent first, then whoever has waited longest.
When nobody fits, the chat waits in the queue. Higher priority is served first, then the longest wait. A chat that needs a skill nobody free has keeps its place without holding up the rest. Web chat visitors see their place and the expected wait.
- Priority, then waiting time
- Queue limits and a maximum wait
- Closed hours: the chat waits for the morning
Four chats in the Queue tab, ten in progress. Tan Wei Ming, tagged VIP, writes in Chinese and is with Mei Ling Tan, who has the Chinese skill.
Transfer
Hand it to a colleague, a team or a skill, with a note.
Transfer a chat to someone free, to a team, or to whoever has a skill. The note goes with it, and the customer is told who took over. A team’s chat only goes to that team, and it doesn’t come straight back to you.
- To an agent, a team or a skill
- A note your colleague sees first
- Supervisors can reassign any live chat
Hafiz’s reply, and the Transfer button for anyone else who opens the chat.
Tickets too
Tickets assign themselves, by rule, by team and by skill.
Rules match a ticket’s category, priority, source or team, and set the team and the skills it needs. Axonave assigns it round robin or to the agent with the fewest open tickets. After hours, the ticket waits and is assigned when you open.
- Rules by category, priority, source and team
- A cap of open tickets per agent
- Held after hours, released in the morning
Teras Home’s tickets by team: Warranty & Repairs and Orders & Delivery, each with its assignee or still unassigned.
Connected to everything else in Axonave
Routing reads the customer record, and the SLA starts at the hand-over.
A VIP tag on the contact, the skill the bot found and the team on the ticket all come from the same workspace. So does the SLA policy that starts the clock.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
Omnichannel inbox
Web chat and WhatsApp in one queue, routed the same way.
Chatbot
The hand-over step names the skill, the team and the priority.
SLA management
The clock starts when the bot hands over.
CRM
A VIP tag on the contact moves them up the queue.
One chat, four agents
A Malay warranty question finds Hafiz.
Teras Home’s warranty menu hands over with the Warranty skill and the Warranty & Repairs team. Routing checks every agent: on the team, has the skill, available, under the cap. One fits.
- 5:47 pmMohd Irfan writes on WhatsApp, in Malay: a wardrobe arrived with screws missing.
- 5:47 pmWarranty and repairs, picked from the bot’s main menu.
- 5:47 pmThe bot asks which number the technician should call, and saves it to the contact.
- 5:48 pmThe bot hands over to a warranty specialist: the Warranty skill and the Warranty & Repairs team.
- 5:48 pmHafiz Rahman has the chat. Daniel is away; Priya and Mei Ling are on another team.
- 5:49 pmHafiz replies in Malay: replacement screws go out today, there in 2 working days.
From Teras Home, our demo workspace. The chat and Hafiz’s reply are real screens.
WhatsApp · Mohd Irfan Zulkifli · High
“Skru almari saya tak cukup, macam mana nak dapatkan?”
Menu: Waranti & pembaikan
The bot hands over withthe Warranty skill and the Warranty & Repairs team.
Hafiz RahmanGets the chat
Warranty & Repairs · Warranty 5 / 5 · 2 / 10 chats
Daniel LimAway, so not offered
Warranty & Repairs · Warranty 3 / 5 · Away
Priya RamasamyNot on the team
Orders & Delivery · No Warranty skill · 6 / 10 chats
Mei Ling TanNot on the team
Orders & Delivery · No Warranty skill · 2 / 10 chats
Who routes with it
Multilingual teams
Malay, Chinese and English chats each reach someone who speaks the language.
Warranty and repairs
Repair questions go to the specialists, delivery questions to the delivery team.
Key accounts
A VIP tag moves your biggest customers to the front of the queue.
Questions about routing
How does Axonave decide who gets a chat?
It looks at the free agents who can reply and are under their chat cap. If the chat needs a skill or a team, only the agents who match are offered it. Then your strategy picks one: round robin, least busy, the longest idle, by priority, or the agent the customer had last time.
Where does a chat’s skill come from?
From the website widget or WhatsApp number it arrived on, from the answer the visitor picked in the pre-chat form, or from the bot’s hand-over step. You set each one in settings or in the flow.
What happens when nobody with the skill is free?
You choose. The chat can wait in the queue for someone with the skill, keeping its place without blocking other chats, or fall back to any free agent.
Can VIP customers skip the queue?
Yes. A contact or lead tagged VIP (or a tag you name) is made urgent, and the queue serves urgent chats first.
Do routing rules work outside business hours?
When you’re closed, a new chat waits until you open, and a WhatsApp customer gets your away message once. Tickets wait the same way and are assigned when your hours start.
Can tickets be assigned automatically too?
Yes. Rules by category, priority, source and team set a ticket’s team and skills, and Axonave assigns it round robin or to the agent with the fewest open tickets, up to a cap you set.
Which plan has routing?
Every plan. Basic is $59 a month with 3 seats, and includes live chat, WhatsApp, the helpdesk and the CRM.
Is there a free trial?
Yes. Try Pro free for 14 days. No card needed.
Route your own chats to the right people.
We reply within one business day by email or WhatsApp.