It Arrives
A message lands from whichever channel the customer used, on the contact record they already have.
A Rule Assigns It
Rules match on channel, customer type, language, department or a custom field, then spread the work round robin, load-balanced or skill-based. Priority ordering with first-match logic, and manual override always available.
The Clock Starts
First-response and resolution targets apply per channel and priority. The countdown is visible on the thread, not buried in a report nobody opens.
A Breach Escalates
Threads that breach a target or need a supervisor move to a priority queue, the moment the threshold is crossed.
