Keyword routing
Match COD, refund, or “talk to human” phrases and assign to ops or sales before the queue piles up.
Route the right chats to the right people
Route COD, refunds, and VIP chats to the right people.
Keep Live Chat calm when volume spikes.
Trusted by
Rules that keep the inbox calm
Assignment, keywords, and escalation, editable in the dashboard when India D2C volume spikes.
Intent handoff
Pair with AI Brain handoff intents so escalation opens the right agent queue with thread history intact.
Assign & filters
Live Chat status filters (assigned to me, open, needs help) stay aligned with the rules you publish.
WhatsApp chat rules builder, triggers and assign actions for Shopify teamsAdd dashboard screenshot
Rule builder
Define triggers (keyword, intent, tag) and actions (assign, escalate, pause bot) without redeploying code.
Queue assignment
COD confirms and VIP threads land with the right teammate, filters show assigned to me / needs help.
AI + takeover
When an agent Takes control, automation and AI pause until Release, rules never fight human replies.
How routing goes live
Map the queues
Decide who owns COD, refunds, and VIP, then name the filters agents already use.
Add keyword rules
Match the phrases shoppers actually type; keep utility language separate from promo intent.
Wire AI handoff
Point escalation intents at the same queues so bot and rules agree.
Watch Live Chat
Confirm assigned threads and takeover pause behave under a test spike.
Common questions
What can chat rules match on?
Keywords and intent signals (for example COD, refund, VIP). Matched chats assign to the right queue or teammate before a human digs through the full inbox.
Do rules work with AI takeover?
Yes. Routing lands the chat correctly; Live Chat takeover still pauses AI/flows when an agent takes control.
Keep Live Chat calm at peak
Route COD and VIP correctly, then let agents finish with Shopify order context.