Teams & handoff
Get the conversation to the right person
Roles that reflect how support teams actually work, and routing that moves a chat to whoever should have it.
Five roles
Owner, Admin, Supervisor, Operator and Viewer. Every permission is decided on the server — hiding a button is never the only thing stopping an action. An Operator can resolve their own chats; a Supervisor can resolve anyone's.
Named teams
Group people into teams with a name and colour — Sales, Support, Billing — and route to the team rather than to an individual who might be on holiday.
Round-robin routing
Distribute incoming conversations evenly across a team's active members, with a cursor that survives restarts so the rotation does not reset. Or route to the team queue and let whoever is free take the next one.
Handoff from the bot
When automation reaches its limit, the flow escalates to the shared queue, a specific team, or a named agent — with a message to the customer first, so the transition is not silent.
Step in at any time
Take over a conversation the bot is handling with one action. The bot pauses immediately and the chat is marked as yours.
Notified, not surprised
Agents get a realtime notification when a chat is assigned to them, and when someone steps into a chat they were handling.
See it with your own number
Thirty days, every feature, no card required.