Overview
Use skills, caps, and hours to route VIPs first, overflow to backup queues, and keep bots on duty after-hours.
Problem
Spikes and off-hours lead to SLA misses while high-value customers wait in the same line as everyone else.
Solution
Chat Core routes by plan/VIP tags and SLA risk, uses overflow rules during surges, and runs bots with safe escalation windows after-hours.
How it works
Define VIP segments and skills; set queue caps and overflow paths; add auto-replies with promised follow-up windows and breach warnings to team leads.
Who is this for
Support Operations
CX Leadership
Expected outcomes
- Higher SLA adherence for priority customers
- Predictable response during surges
Key metrics
VIP SLA adherence
Baseline
78 %
Target
98 %
Breach rate during surges
Baseline
22 %
Target
5 %
Gallery
Downloads & templates
Case studies
B2B SaaS protects enterprise SLAs
Breach rate for top-tier accounts dropped to 2%.
Software Enterprise Global
Security impact
- Customer tier tags, SLA metadata · PII: none (segment-level)
Compliance
- SOC2 (availability)
Availability & next steps
Team
Business
Enterprise