Roster & Shift Management

Enterprise Level Customer Service Team Solution, Built on iSlash AI Platform.

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For modern enterprises, customer service is no longer just about answering messages; it’s about orchestrating a coordinated, always-on support system across channels, teams, and time zones. iSlash AI elevates this with an integrated Roster & Shift Management solution designed for large, fast-moving customer service operations.

• Role-based access control

• Automate chat assignment

iSlash AI Enterprise Customer Service

1. Centralised Scheduling for Teams of Any Size

Plan and manage daily, weekly, and monthly rosters in one workspace. Managers can assign:

• Working hours

• Break times

• Campaign-specific shifts

• Weekend or ad-hoc duty slots

Rosters sync instantly across the team and across all connected channels.

2. Clear Shift Transitions That Protect Team Well-Being

Agents automatically move between Active, Break, Offline, and Off-duty. This prevents after-hours replies, ensures fair workload distribution, and keeps the team healthy without micromanagement.

3. Real-Time Visibility for Seamless Handover

A live dashboard shows who is online, busy, on break, or off shift. Teams avoid duplicated responses, and customers get consistent service even during high-traffic periods.

4. Automated Routing Based on Agent Availability

iSlash AI distributes new conversations according to:

• Shift status

• Skill groups

• Department rules

• Workload balance

• Language capabilities

When an agent goes off-duty, open cases are reassigned or handled by the AI Assistant until a human resumes.

5. Role-Based Access Control (RBAC) for Secure, Scalable Operations

Enterprises often manage large teams with different responsibilities. iSlash AI supports granular access roles, including:

• Admins – full control over rosters, settings, teams, routing

• Supervisors – manage shifts, monitor performance, assign conversations

• Agents – access only the conversations and tools they need

• External contractors – limited, controlled access to selected channels or queues

RBAC protects business data, maintains operational discipline, and ensures every team member only sees what they should — essential for compliance, especially in regulated industries.

Ready to Use, Affordable, and Scalable

iSlash AI is designed to remove barriers to adoption. You can:

• Start free with 1 user and 1 messaging channel

• Scale gradually as your team grows

• Access all core features instantly, no complex onboarding

• Enjoy enterprise-level workforce management at a fraction of traditional costs

Whether supporting a lean team or a full regional call centre, the platform remains cost-efficient and simple to expand.

As customer conversations grow in volume and complexity, enterprises need structured, intelligent operations behind the scenes. iSlash AI’s Roster & Shift Management with Role-Based Access Control transforms scattered support teams into a coordinated, high-performing, and secure service engine.