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LiveConnect — Omnichannel Inbox for Web Chat, Social DMs, SMS/WhatsApp & Email | Velaxe

LiveConnect

Configure routing, skills & agent concurrency

Create queues, add skills (language/product), set per-channel concurrency, and enable sticky assignment.

18 min Intermediate Supervisor, Support Ops Updated Sep 1, 2025
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Overview

Create queues, add skills (language/product), set per-channel concurrency, and enable sticky assignment.

Prerequisites

None.

Permissions required

routing:configure teams:manage

Steps (3)

Estimated: 18 min
  1. 1

    Create queues & hours

    Supervisor 6 min Back to top

    Routing → Queues → New. Set business hours & holidays per region.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Define skills & caps

    Support Ops 6 min Back to top

    Add skills (e.g., EN, ES, Billing). Set max concurrency per channel (e.g., Chats=4, DMs=3).

    Tips

    —

    Validation

    • Agents show assigned skills and concurrency limits.

    Success criteria

    —

  3. 3

    Enable sticky routing

    Supervisor 6 min Back to top

    Toggle sticky assignment to keep the same agent for follow-ups within cooling-off window.

    Tips

    —

    Validation

    —

    Success criteria

    • New sessions auto-assign to skilled, available agents with SLA clocks visible.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.