Chat Routing

Conversation Assignment

Conversation assignment is the act of attaching an incoming chat to the specific operator who is responsible for answering it. In Eloqra, assignment is implicit "first responder": the first operator who replies to a conversation is recorded as its assigned agent.

Support Operator

A support operator is the human on your side of a live chat who reads visitor messages and replies to them. In Eloqra the operator is whoever has access to the project's Telegram chat or Mini App inbox and answers incoming conversations from there.

Escalation

Escalation is the process of moving a customer issue from a first-line agent to someone with more seniority, authority, or specialized expertise when it cannot be resolved at the current level. It routes the conversation to the person best equipped to solve it, rather than leaving it stuck.

Shared Inbox

A shared inbox is a single collaborative workspace where multiple support team members can view, claim, and reply to incoming customer messages from one address or channel, while each person signs in with their own account. It replaces a password-shared mailbox so a whole team can answer customers without stepping on each other.

First Response Time (FRT)

First Response Time (FRT) is the elapsed time between a customer's first message in a conversation and the first human reply from a support agent. It measures how quickly your team acknowledges an inbound request, not how long it takes to resolve it.

Business Messaging

Business messaging is the practice of companies communicating with customers through conversational messaging channels (website chat, in-app threads, SMS, and apps like WhatsApp or Messenger) instead of phone calls, email, or formal request forms. The interaction is treated as a persistent, two-way conversation rather than a one-off session, so context and history carry forward over time.