Live chat & agent assignment
The Right Agent, the Moment It Matters
When a conversation needs a human, it's assigned instantly to the best available agent — with the full history attached.
- Skill-based routing
- Round-robin & load balancing
- Full context handoff
- Seamless bot ↔ human switch
How agent assignment works
Bot first, human when it counts — without the customer repeating themselves.
Step 1: Detect the need
A request, a rule or negative sentiment triggers the handoff to a human.
Step 2: Pick the best agent
Routing considers skill, language, availability and current workload.
Step 3: Hand over with context
The agent sees the whole conversation and customer profile instantly.
Why it matters
Nothing frustrates customers more than repeating their problem.
Faster resolutions
Customers reach the right person on the first try.
Balanced workload
Conversations spread fairly across your team, no one overloaded.
Full context
History, profile and bot notes travel with every conversation.
Handoffs customers don't notice
Manual handoff
- Long waits for an agent
- Customers repeat themselves
- Wrong person picks it up
With chatbot.ac
- Assigned in seconds
- Full context attached
- Skill-based routing
Explore more features
Priority queuing & escalation
Urgent chats jump the queue and escalate to senior agents automatically.
Cross-channel support
WhatsApp, Instagram, web chat, email and more in one shared inbox.
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- Improve efficiencyAutomate & streamline operations
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