Smart Routing

Every conversation to
the right agent, automatically

Wrong queues are silent CSAT killers. Velaro routes by skill, language, team, channel, and customer priority - so the right agent handles every conversation from the first message.

 New Conversation
 What's the customer's need?
Billing
Finance Team
Technical
Tier 2 Support
Sales
Sales Team
General
AI Bot First
35%
Fewer Transfers
Skills
+ Language + Priority
Real-time
Queue Rebalancing
SLA
Enforcement Built-In
Routing Capabilities

Route smarter, resolve faster

Every transfer is a trust cost. Routing rules that match conversations to the right agent - the first time - directly improve CSAT scores.

Skills-Based Routing
Tag agents with skills - billing, technical, returns, Spanish - and route conversations to agents who have what it takes to resolve them.
Language Detection
Automatically detect the visitor's language from browser or message content, and route to a native-speaking agent when available.
Priority Routing
VIP customers, high-cart-value visitors, and SLA-at-risk conversations jump the queue automatically - no manual supervisor intervention required.
Round-Robin & Load Balancing
Distribute conversations evenly across available agents to prevent burnout. Load-balancing ensures no agent drowns while another sits idle.
SLA Countdown & Escalation
Every conversation has an SLA timer. When a conversation approaches breach, it escalates to a supervisor automatically - before the customer feels it.
Omnichannel Queue Unification
Routing rules apply across chat, email, SMS, WhatsApp, and social. One routing engine governs every channel - no duplicate configuration.
Active Queue - All Channels LIVE
CH
Sarah M.
Billing
→ Alex T.
SLA OK
WA
James K.
Returns
→ Maria S.
SLA OK
EM
Linda R.
Technical
→ Dev Queue
8m left
FB
Tom W.
General
→ Bot
SLA OK
SM
VIP: Chen L.
Sales
→ Priority
VIP
Live Queue Management

Supervisors see every queue
in real time

Routing handles the routine. But when something breaks - an agent goes offline, a VIP escalates - supervisors have a live view to intervene in seconds.

  • Real-time queue depth and wait times per channel
  • Color-coded SLA status with auto-escalation
  • Manual transfer with full conversation context preserved
  • Agent availability shown alongside queue load
  • Historical routing reports to tune rules over time
"Transfer rate dropped from 28% to under 8% after we implemented skills-based routing. That alone moved our CSAT from 78 to 91."
Head of Support - B2B software, 60 agents
"Language detection routes our Spanish-speaking customers to the right team automatically. No more awkward English-only agent moments - response quality improved noticeably."
CX Director - Multinational retail brand
"SLA auto-escalation means we haven't had a missed SLA breach in four months. The supervisor view catches issues before customers escalate themselves."
Operations Manager - Financial services

Stop routing conversations to the wrong agent.

Set up smart routing rules in minutes and watch transfer rates drop immediately.