Velaxe
Chat Core — Orchestration Engine for Sessions, Routing, Handoff & Governed AI | Velaxe

Chat Core

Configure routing rules & skills-based queues

Route by intent, language, sentiment, and SLAs into the right queues.

20 min Intermediate Support Ops, Workforce Manager Updated Oct 3, 2025
View App All Guides

Overview

Route by intent, language, sentiment, and SLAs into the right queues.

Prerequisites

None.

Permissions required

routing:write queues:manage

Steps (3)

Estimated: 20 min
  1. 1

    Define skills & queues

    Workforce 6 min Back to top

    Routing Studio → Skills. Add skills (Billing, Tech, Spanish) and map to queues.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Author routing rules

    Support Ops 8 min Back to top

    Create rules: if intent=Billing OR sentiment≤-0.6 → Billing queue; else → Bot.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Set overflow & hours

    Workforce 6 min Back to top

    Add after-hours overflow queue and backup team with caps.

    Tips

    —

    Validation

    —

    Success criteria

    • FRT meets target with <2% abandoned during peaks.

About this guide

Chat Core decides what happens next in any live conversation. It stitches identity across channels, maintains durable sessions, detects intent and sentiment, calls tools and knowledge bases, and chooses between automated replies or human handoff with clear SLAs. Operators get routing/skills rules, cost & safety guardrails, experiments, and an orchestration trace for explainability.

Tightly integrated with PulseGate for transport, LiveConnect for real-time inbox, Agent Desk for tickets, FlowForge for automation, Chronicle for audit-ready timelines, and InsightLake for analytics—so you can ship omnichannel support that scales safely.