Overview
Assignments decide who owns each conversation the moment it lands in your inbox, so nothing sits unclaimed and no agent gets buried. Set rules based on channel, language, team, working hours, customer tier, or what Captain AI detects in the message — intent, sentiment, or dialect — and Voxys routes accordingly. It works the same across WhatsApp, email, Instagram, web chat and every other channel, and it talks to the built-in CRM so VIPs and named accounts always reach their owner.
- Auto-assign by channel, language, intent, or customer tier
- Round-robin and load-balanced distribution across team members
- Route VIPs and named accounts to their CRM owner
- Honor working hours, holidays, and per-agent capacity limits
- Reassign on inactivity, escalation, or SLA breach
- Manual reassign, claim, or transfer with one click
- Track unassigned queue and average time-to-assign in reports
How it works
Build your routing rules
Drag conditions like channel, language, or intent into a rule. Pick the team, agent, or round-robin pool that should own the result.
Conversations route on arrival
Every new message is matched against your rules in order. Captain AI tags intent and dialect first so language and topic routing work out of the box.
Reassign and audit anytime
Agents can claim, transfer, or escalate from the conversation view. Every change is logged with who, when, and why.