Routing
Every chat finds the right person
When a customer needs a human, Custoz picks who should take it — someone online, with room, who knows the topic, and ideally someone they've spoken to before.
Assigning · Meera Iyer
Spoke with Asha 3 days ago
Returning customer
Topic: billing
Asha is in the Billing team
Asha has 2 open chats
Below her limit
Assigned to Asha in under a second
How Custoz picks an owner
Only agents who are active, online and below their chat limit are considered. Then, in order:
- 1
Someone they know
If the customer spoke to an agent recently, that agent comes first, so nobody has to repeat their story.
- 2
The right skills
Agents in the team that matches the topic — billing, accounts, sales — beat generalists.
- 3
Agents before admins
Support agents take chats first. Admins only step in as overflow, and only if you allow it.
- 4
Lightest load, fairly shared
Among equals, the person with the fewest open chats wins, then whoever has waited longest for a new one.
Queue
Ana Souza
Frustrated · moved up
Imran Shaikh
Waiting 6 min
Lucy Fernandes
Waiting 3 min
The queue
A fair line when everyone's busy
If no one can take the chat yet, the customer joins a queue. Upset customers and chats left behind by an agent who went offline move to the front. Customers see a friendly time estimate; your team sees exact positions.
- Wait estimates like “in about 5–10 minutes”, not a cold number
- Clear message when no one is online at all
- Waiting chats don't time out while they're in line
- A polite apology and close if the wait runs past your limit
Rules for the first message, too
Before anyone is assigned, your welcome rules decide how a new chat begins.
Out-of-office replies
Outside your business hours, customers get a notice telling them when you're back.
A form for new numbers
Someone you've never heard from can get a short inquiry form before the chat goes further.
A welcome menu
Known customers can get a welcome menu that points them to the right help.
Take over or reassign
Admins can take a chat or hand it to someone else. If a colleague grabbed it a moment earlier, Custoz says so instead of clashing.
Agents go offline, chats don't
If an agent drops off and doesn't come back, their open chats go back to the front of the queue for someone else.
Your policy, per workspace
Set chat limits per agent, how long a customer sticks with the same agent, the longest wait, the idle time and whether admins take chats.
Questions, answered
The customer is told that no one is online right now and that someone will reply when the team is back. Their message stays in the thread for whoever picks it up.
Related
Your customers are already messaging you. Answer them well.
Bring your WhatsApp number, your team and your FAQs. Custoz does the rest.
No credit card needed.