Inbound chat routing
CXGear’s product line is “run every conversation.” Voice dialler exists today; inbound chat routing (WhatsApp and similar) is designed as the messaging counterpart.
What it will do
Section titled “What it will do”When a customer messages you:
- CXGear opens or continues a conversation under a project.
- A router assigns it to an available agent with capacity (open chats under their max).
- Agents work multiple chats in a dock UI and switch between them.
- Presence toggles (like dialler) control who receives new chats.
This is capacity-based inbound routing, not predictive dialling. Predictive dialling is outbound pacing; chat routing is inbound load balancing with sticky sessions.
What exists today
Section titled “What exists today”- Roles include
conversations.agentandconversations.supervise. - WhatsApp channels and webhooks exist for messaging connectivity.
- Full agent chat dock and router ship as the conversations module is built out.
How to prepare
Section titled “How to prepare”- Use Agent / Supervisor roles for desk staff.
- Connect WhatsApp under Integrations.
- Keep projects and metadata clean so conversations can attach to the right campaign.