Feature 01 · Smart Routing

Every chat reaches the right agent, automatically.

No more conversations sitting unclaimed while the team guesses whose turn it is. Pick how chats should be distributed and Vira assigns every new conversation the moment it arrives — on every channel.

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Round-robin, keyword or manual — every chat reaches the right agent automatically.

Round-robin distribution
Keyword-based rules
Manual assignment
Chatbot menu routing
Works on every channel

→How it works

Three steps, no setup project.

1
Pick a routing mode
Round-robin spreads new chats evenly across your team, keyword rules send topics to the right specialist, and manual lets a lead assign by hand.
2
Let the menu sort it
A chatbot welcome message like “Reply 1 for Sales, 2 for Support” lets the customer's own choice route the chat before an agent even opens it.
3
Reassign in a click
Any conversation can be handed to another teammate from the inbox, with the full history intact.

Smart Routing works on every channel you connect.