Velaro sends each conversation to the right bot or agent, then keeps watching it. If nobody answers, the next step happens on its own.
See routing in actionSmart chat routing is the automatic assignment of each incoming conversation to the best bot, workflow, or agent based on rules you set, such as page, language, skill, and agent capacity. It also covers what happens next: alerts, escalation, and handoffs when a chat sits unanswered.
An agent steps away. A queue fills up while everyone is on another chat. A customer types, waits, and leaves, and your team never knew they were there. Routing that only decides who gets the first message leaves this gap open.
Velaro treats the wait as part of routing. The rules that assign a chat also decide who is told, who is next, and when the bot or a ticket takes over.
Four steps you configure once and adjust any time.
Rules look at the page URL, country, language, tag, campaign, or channel, then choose a bot, a workflow, or an automation. Teams, departments, and business hours decide who is eligible.
Round robin by longest since last chat, least busy with a per-agent chat cap, or skills-based. Returning customers go back to the agent they spoke with last.
Idle queue alerts reach away and busy agents. Escalation tiers, a backup team, and a queue timeout keep a waiting chat moving. Supervisors can reassign by hand.
The inactivity chain records the miss, sends the chat back to the queue, or hands it to the next agent. Then it can alert a manager, bring in a backup team, run a workflow, return to the bot, send a survey, open a ticket, leave an offline message, or end the chat.
Everything below is available in the product today.
Setup is covered too. Moshky reads your current routing policy, explains which rule wins for a given chat, and runs a dry-run. It proposes a change and applies it only after you confirm.
You pick the method per team or rule: round robin (the agent who has gone longest since their last chat), least busy with a chat cap per agent, or skills-based. A returning customer can go straight back to the agent they spoke with last.
The advanced inactivity chain starts. Depending on how you set it, Velaro records the miss only, sends the chat back to the queue, or hands it to the next agent. After that you can alert a manager, bring in a backup team, run a workflow, return the chat to the bot, send a survey, create a ticket, leave an offline message, or end the chat.
Yes. Rules can send a chat to a bot first and then to a human, or to a human first with the bot as fallback. Rules can match on page URL, country, language, tag, campaign, or channel, and choose a bot, a workflow, or an automation.
Routing covers web chat, calls, WhatsApp, Apple Messages, SMS, social channels, email, and tickets. Some channels, such as SMS, WhatsApp, and voice, are paid add-ons.
Velaro falls back to the legacy routing engine automatically, so conversations keep getting assigned.
Yes. Moshky can read your current routing policy, explain which rule wins for a given chat, and run a dry-run. It proposes a change first and applies it only after you confirm.
Bring your teams and your hours. We will walk through the rules and the inactivity chain with you.
Get a demo of smart routing