Feature · Workforce

Route chats to people who are actually working.

Support teams often run morning, evening and night shifts across time zones. ChatRhino knows who is on shift, who is on leave and who is at their limit, and routes accordingly.

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The weekly roster: early, day and late shifts and week-offs for each Northwind teammate.

What is in it

Scheduling that feeds routing

Shifts

Per-agent schedules, including shifts that cross midnight.

Leave and holidays

Leave requests with approval, week-offs and holiday calendars.

Presence

Online, away, busy, offline. Idle agents go away automatically; stale sessions go offline.

Chat limits

Maximum concurrent conversations per agent.

Attendance

Time on shift and online, recorded from presence for each day.

Override

Turn schedule enforcement off for people who should always receive chats.

FAQ

Questions, answered

Does routing respect leave?

Yes. An agent on approved leave, a week-off or a holiday is never auto-assigned a conversation that day.

What happens if nobody is available?

The conversation waits unassigned in the team queue, your away message is sent if you have one, and the AI agent can keep helping if it is deployed.

Can supervisors see attendance?

Yes. Attendance is derived from presence and shift data and is visible to people with the right role.