Intelligent assignment of the right staff to every chat

By your rules, which can match the customer's segment, a keyword, the channel and office hours, and send the chat to one person or share it out in turn across named people or a team. If no rule matches and the inbox is on "Rules, then Volty", Volty reads the assignment policy you wrote, the team and recent assignments, and picks one person with a reason.

Yes. Set a limit on open conversations per person. Volty counts them across every inbox and skips anyone who has reached it.

The customer gets a visible place in the queue, and the next chat goes to the first person who frees up. Urgent customers go first, and managers are alerted when a chat has waited too long.

The teammate becomes the owner and Volty steps back, in the same chat. The team gets a note, the customer is told who is taking over, and the full history stays in the conversation.

Yes. Ask Volty for a dashboard of first-reply time for each teammate against your target. Satisfaction is inferred from how each conversation ended and shown for the whole desk, not per person.