A shift for every agent
Set each agent’s working days and hours, so no chat is assigned to them while they are off shift.
Plus time off of up to 366 days
Business tools · Departments & routing
Every chat reaches the right department, and an available agent
Departments with hours and channels, routing rules, shifts and a chat limit per agent, and a page that shows the workload as it happens.
In your account nowFor the workspace owner, from the sidebar → Team.
Departments
Your team, split the way it really works
A department is a team you create on the “Teams” page. In “Departments” you then set when it works, which channels it takes, and how its chats are shared out.
- Business hours with a timezone, and up to 100 holidays.
- An internal description, a public name customers see, and a default priority for the department’s chats.
- Up to 20 skills per department, such as a language or a product line.
- Three assignment modes: round robin, least open chats, or skills.
Routing rules
When the condition matches, the chat goes where you want
Up to 100 rules, each with up to 10 conditions. A rule assigns the chat to a department or an agent, and can set a priority and a label.
Available conditions:
- Channel
- Label
- Lifecycle stage
- Language
- Keyword
- Custom field
- Ad source
How the decision is made
Four checks, always in the same order
Chats don’t jump between agents without a reason, and customers don’t get lost between departments.
- The current agentIf the chat already has an agent, it stays with them.
- The earlier departmentIf the chat reached a department before, it goes back there.
- The first matching ruleRules are read in order, and the first one whose conditions match runs.
- Your existing settingsIf no rule matches, your current assignment settings decide, unchanged.
Agents who are off shift or at their open-chat limit are skipped. If nobody is available, the chat waits in the department queue. When a chat is reassigned, it stays inside the same department.
Agent schedules
No chats for agents on leave, and no more than they can handle
Shifts, time off and chat limits that routing reads before it assigns any chat.
A limit on open chats
When an agent reaches the limit, the next chat goes to an available colleague or waits in the department queue.
1 to 500 chats per agent
A workspace default capacity
One number that applies to every agent without a limit of their own.
Leave it empty for no limit
Status that follows the shift
Optionally, an agent becomes “Available” when the shift starts and “Away” when it ends.
A status the agent set by hand is never overridden
Inside live chat
Agents see the chat’s department, and move it in one click
If a customer asks about something another department handles, the agent transfers the chat instead of asking the customer to write in again.
- A department chip next to the customer’s name in every chat.
- “Transfer to department” from the chat header.
- A shift badge in the side rail, so agents know when their shift ends.
Channels and out of hours
One department for every channel it takes
Pick the channels each department answers, and their chats reach it whatever the source.
- Messenger
- Telegram
- Website chat
- SMS
The out-of-hours message per department is off by default. It is a paid WhatsApp message billed by Meta since 1 October 2026, so turning it on asks you to confirm the cost. It is sent only inside the 24-hour window, without a template, with up to 1000 characters, and not again to the same customer before the cooldown ends (24 hours by default, 1–168). How to lower message costs
From one team to organised departments
Five steps for the workspace owner.
-
Create your teams
Create one team per department, such as Sales and Support, and add your agents to it.
Team → Teams
-
Set up departments
Give each team its business hours, holidays, channels, skills and assignment mode.
Team → Departments
-
Write the rules
Decide which chats go to which department or agent, with what priority and label.
Team → Routing rules
-
Plan the shifts
Enter each agent’s shift, time off and limit on open chats.
Team → Agent schedules
-
Turn routing on
When everything is ready, turn on “Routing Pro”: the new routing starts and “Auto-assign moderators” is switched off.
Routing rules → Routing Pro → Turn on
Nothing changes in how your team’s chats are assigned until you turn on “Routing Pro” on the Routing rules page, so you can set up departments, rules and shifts calmly first. Once it is on, “Auto-assign moderators” is switched off, so only one system runs.
MCP
Ask Claude or ChatGPT how busy your team is
The LetsBot MCP server includes 3 routing tools, so your assistant reads the workload and departments, and transfers a chat to a department when you ask.
get_workloadlist_departmentstransfer_to_department
In the dashboard, the “Live workload” page shows each agent’s status, shift and open chats against their limit, plus every department’s queue. It refreshes every 30 seconds and is view-only, for the owner and anyone with reports permission.
LetsBot business tools
Tools that work together around each conversation
Each tool shows up in the customer profile inside live chat, so an agent sees the deal, task, ticket and appointment without leaving the conversation.
Deals & pipelineA Kanban board with amounts and a forecast
Tasks & remindersA task from any message, with a reminder
Tickets & SLANumbers, priorities and response targets
Customer satisfactionCSAT, NPS and CES surveys
Appointment bookingServices, staff and slots from the chat
Departments & routingHours, shifts and routing rules
Frequently asked questions
Are departments and routing available in my account now?
Yes. The workspace owner finds them in the “Team” group of the sidebar: “Departments”, “Routing rules” and “Agent schedules”. Nothing changes in how your team’s chats are assigned until you turn on “Routing Pro” on the Routing rules page.
What is the difference between a team and a department?
A department is a team you first create on the “Teams” page. In “Departments” you then add a description, a public name, business hours with a timezone, holidays, channels, a default priority, skills and an assignment mode.
How is a chat assigned inside a department?
Each department uses one of three modes: round robin, least open chats, or skills. Agents who are off shift or at their limit are skipped; if nobody is available, the chat waits in the department queue.
What happens if no rule matches a chat?
The agent already on the chat comes first, then the department it reached before, then the first matching rule. If no rule matches, your existing assignment settings decide, as they do today.
Can I limit how many chats each agent handles?
Yes. Each agent gets a limit on open chats, from 1 to 500, in “Agent schedules”, and the workspace has a default capacity for everyone without one. Leave it empty for no limit.
Do departments message the customer outside business hours?
They can, but it is off by default. An out-of-hours reply is a paid WhatsApp message billed by Meta, so turning it on asks you to confirm the cost. It is sent only inside the 24-hour window, without a template, and not again to the same customer before the cooldown ends (24 hours by default, 1–168).
Can an agent move a chat to another department?
Yes. In live chat the conversation’s department shows next to the customer’s name, with “Transfer to department”. Agents also see their shift badge in the side rail.
Can I follow departments from Claude or ChatGPT?
Yes. The LetsBot MCP server includes 3 tools: get the live workload, list departments, and transfer a chat to a department.
Route chats the way your team works
Start your free trial, create your teams, set up departments and rules, then turn routing on when you are ready.