Use case
Support that answers on time, every time.
Route each chat to the right team, keep agents fast with canned replies and see what is waiting too long.
Illustrative journey
The journey, step by step
A customer asks
A routing rule sends card chats to the Cards team.
My card was declined at a store today.
An instant acknowledgement
A welcome auto-reply; out of hours, an away message instead.
Thanks for writing to us. A member of our Cards team will reply shortly.
An agent replies
The agent uses a canned reply with "/" and adds an internal note.
Hi Farhan, I'm Divya. I can see the decline. Let me check it for you.
The follow-up next day
Outside the 24-hour window, the agent picks an approved template.
Your card is working again. Is there anything else?
All goodI need help
What you set up
- 01Teams and routing rules
- 02Business hours, welcome and away messages
- 03Canned replies for common questions
- 04SLA targets per team
Guardrails built in
- No chat assigned to two agents
- Collision indicator when two agents open the same chat
- Free-form replies only within the 24-hour window