# Intelligent assignment of the right staff to every chat > Send each WhatsApp, Instagram, Messenger and email conversation to the right teammate by your rules, cap how many chats one person holds and pause new chats when someone is away. Rule-based routing of each chat to the right rep or desk, AI assignment from your plain-language policy when no rule fits, manager escalation for slow chats, and a pause on new chats for teammates on break. Talk to Volty · Sandbox Trial Updated Nov 8, 2026 ## What it does ### Round-robin and team routing - One person, or round robin across a team - People added to the team later are included - A limit on open chats per person ### Routing by industry and inquiry type - Match on segment, keyword, channel and hours - Volty picks when no rule does, and gives its reason - You write the policy in plain words ### Manager escalation - A first-reply target for each inbox - Due and overdue on one list - Managers alerted after the wait you set ### AI agent and team handoff - The teammate who takes it becomes the owner - Volty steps back, in the same chat - The customer is told and the history is kept ### Staff SLA tracking - First-reply time for each teammate - On target or over, at a glance - Satisfaction for the whole desk, inferred > “The team at Volty has been incredibly helpful and adaptable in addressing our needs. They listen carefully to our requests and work closely with us to develop solutions that are practical and useful for our team. The team is quick to reply and take action, ensuring that any concerns or adjustments are promptly addressed. Their collaborative approach and commitment to refining their tools based on feedback make them a reliable and effective partner.” Bonnie Wong · COO, Creative Eateries - Happy Fish · Support staff tap Start break and new chats stop coming to them until they are back. - Creative Eateries · Every email enquiry goes to the right representative, with a record of who got it and why. - ZYM Mobile · An assignee comes off a chat automatically when it is resolved. ## How it works - 01 · Add your team · Invite your teammates, group them into teams and put each in the inboxes they work in. - 02 · Write the rules · Say which customers and topics go to whom, set the limit per person and the reply target for each inbox. - 03 · Let it run · New chats find their owner. Teammates set Away when they step out, and the next chat goes to someone else. ## By industry - Education Each center's enquiries to its own coordinator - Clinics & Spas Booking questions to the front desk, treatment questions to the therapist - B2B Quote requests to the right salesperson - Ecommerce & Retail Order problems to support, product questions to sales ## Frequently asked questions 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. ## Start your Sandbox Trial Talk to Volty · Start your Sandbox Trial Sign up for our 7-day trial. No credit card needed. Not convinced? Hear more from our CEO and Volty The Leonard and Volty Show · October 8, 2026 Meta now charges for WhatsApp replies The Leonard and Volty Show · October 1, 2026 Too busy to hire? The Leonard and Volty Show · September 21, 2026 From $500 chatbot jobs to agentic AI The Leonard and Volty Show · September 10, 2026 Your AI is a new employee The Leonard and Volty Show · September 4, 2026 Trust in the AI world The Leonard and Volty Show · August 29, 2026 Does the AI model matter? The Leonard and Volty Show · August 19, 2026 What are AI agents? Meta now charges for WhatsApp replies. Here's what it means for your business, October 8, 2026 ## Links - [EducationEach center's enquiries to its own coordinator](https://voltade.com/industries/education) - [Clinics & SpasBooking questions to the front desk, treatment questions to the therapist](https://voltade.com/industries/clinics-and-spas) - [B2BQuote requests to the right salesperson](https://voltade.com/industries/b2b) - [Ecommerce & RetailOrder problems to support, product questions to sales](https://voltade.com/industries/ecommerce)