A customer sends a message at 2pm. Three agents are online. Who handles it? Without smart routing, it just sits there 😬
Wexio Route to Operator automatically assigns conversations to the right person. Smart auto-assignment finds the best available operator by role tier (Agent first, then Editor, Admin, Owner), picks the least busy, and only assigns to operators who are actually online and available. Manual assign, reassign, or unassign anytime.
Chats move between In Progress and Closed, with automatic reopening when a customer sends a new message. Operators see a personal "Mine" queue and can pick up chats from "Unassigned" with real-time filter views.
The Assign Operator card in flows routes chats programmatically based on user answers, tags, or any condition. Operators marked offline, on vacation, sick, or commuting are auto-skipped. Every assignment, close, and reopen shows as a system message for full audit trail. Right person, right chat, right now 🎯
