Velaro gives you many ways to decide who handles a chat and what happens when nobody answers. Most routing settings live under Settings, Teams Routing. Open a team, choose Auto Route, then pick the options below.

Round Robin

Round Robin gives the next chat to the available agent who received a chat the longest time ago. Chats rotate evenly across your team, so no one agent gets all the volume. It is the default for new teams.

Least Busy and Capacity Limits

Least Busy gives the next chat to the agent with the fewest active conversations. Each agent also has a capacity limit, the most chats they can hold at once. An agent who is at their limit is skipped until a chat ends.

Longest Idle

Longest Idle gives the next chat to the available agent who has gone the longest without a new chat or reply. Use it when you want the quietest agent to pick up work first.

Ring All

Ring All alerts every available agent on the team at the same time. The first agent to accept gets the chat, and the alert disappears for everyone else. Use it for small teams where speed matters more than fairness.

Sticky Last Agent

If a returning visitor has chatted with an agent before, Velaro can prefer that agent when a chat needs to be moved. This keeps repeat customers with someone who already knows them.

Route to the CRM Owner

Turn on Route to the CRM Owner and Velaro sends the chat to the contact's owner in your CRM when that person is available. It works with HubSpot and Salesforce. If the owner is not available or no match is found, Velaro waits up to the number of seconds you choose (0 to 15) and then uses your normal routing type.

Teams and Departments

Create a team for each department, such as Sales or Support. Each team has its own routing type, business hours, and settings, so a chat goes to the right group first.

Business Hours

Set business hours per team. Outside those hours, chats follow your offline experience instead of ringing agents. You can run a workflow, collect an email address, or show an offline message.

Routing Rules for Bots and Workflows

Routing rules can send a chat to a specific bot, workflow, or team based on conditions such as the page URL, the visitor's country, or a tag. Open Rules to add them.

AI First, Then a Human

Let your bot answer first. When the visitor asks for a person or the bot cannot help, the chat moves to a human team using that team's routing type. If nobody is available, you can run an unavailability workflow so the visitor still gets help.

Queued Chat Alerts and Backup Teams

When a chat waits in the queue, Velaro can alert your available agents. Under Queued Chat Alerts, choose how many minutes to wait, how often to repeat, and the maximum number of alerts per chat. You can also choose a backup team. If nobody picks up the chat after the time you set, the backup team is alerted too. Each setting shows Using account default until you choose Change.

Agent Inactivity Fallback

If an assigned agent goes quiet, Velaro can warn them, then return the chat to the queue. In the inactivity settings you can add a backup team, set a cooldown between transfers, and notify managers. When no one is left to take the chat, the final action can be one of these: send a survey, create a ticket, send an offline message, end the chat, alert a manager, keep it queued, or run a workflow. A workflow can hand the chat back to your bot.

Tier Escalation

On Enterprise plans, put agents into up to 5 tiers. Tier 1 rings first. If nobody accepts within the ring time, the chat moves to the next tier. You can keep alerting earlier tiers while a later tier rings.

Queue Timeout

Set how long a visitor can wait in the queue, from 5 minutes to 2 hours. When the time runs out, the chat follows your offline or unavailability experience instead of waiting forever.

Supervisor Reassignment

Supervisors and managers can move an active chat to another agent or team at any time from the conversation. Use it to rebalance work or hand a chat to a specialist.

Ask Moshky to Set This Up

Moshky, the Velaro assistant, can change these settings for you. Try asking:

• "Set my Sales team to ring all agents and alert the Support team if a chat waits 10 minutes."
• "Turn on Route to the CRM Owner for the Sales team with a 5 second fallback."
• "Switch my Support team to longest idle routing."