Works today on WordPress, WooCommerce & any website · Shopify coming soon
How it will work
The right question to the right person.
Coming in Business. Switch the first rule off and see where a price question goes.
- If the topic is prices → Sales (Anna)
- If the page is a product page → Support (Omar)
- If the language is German → Lena
"Trade price for 30 trays?" goes to Sales (Anna).
Why it matters
Routing, roles and hours: the problem it solves.
As a team grows, someone spends their morning handing out tickets. Enquiries in another language wait for the one person who speaks it.
Routing sends each ticket to the right person the moment it arrives.
How it works
Three steps.
Set the rules
By topic, product category, language, or round-robin.
Tickets route themselves
Assigned and notified on arrival.
Managers keep the overview
Managers see everything; agents see theirs and the unassigned.
What’s included
The details.
Business hours
An away message outside your hours, and expectations set for the reply.
Up to 20 team members
In Business.
Questions
Questions about Chat Routing and Team Roles.
When will this be available?
New chats shared out in turn are part of Business, in HolaReply Desk on any website, on WordPress and in the Shopify app (coming soon). Rules by topic, page and language are planned for Business. Team management in the Desk is available in Pro today.
Read more
Guides and comparisons.
The Intercom alternative for small businesses on WordPress
Seats plus $0.99 per AI outcome vs a WordPress plugin on your own AI key. Costs and trade-offs compared.
GuideAI chatbot vs live chat: which one your website needs (and how to use both)
What each is good at, what customers say they want, the Klarna lesson, and a rule for combining them.