Multi-tradesman team setup — accounts, assignments and shift handover
Voxinly for two or more tradesmen working off one website. How to add team members, assign conversations to the right person, and hand over leads between shifts without dropping any.
Solo trade is straightforward — every chat is yours. The moment a second tradesman joins the business, things get muddier. Who picks up a chat about a boiler when one of you is gas-qualified and the other isn't? Who handles a chat at 6am when one of you starts at 7 and the other at 9? Who follows up the chat from yesterday that nobody answered?
Voxinly's team setup answers those questions without you having to think about them. Add the people, set their working hours and specialisms, and the chatbot routes each conversation to the right person automatically. The handover ritual at the end of each shift keeps anything still open from falling through.
Step 1 — Add your team members
Open /admin/team
Click 'Team' in the sidebar. Click 'Add team member'. Fill in name, mobile, email, role (owner / engineer / apprentice / office), specialism tags (gas, electric, joinery, etc.) and working hours.
Step 2 — Set specialism routing
Each tradesman has a specialism tag — gas-safe, niceic, joinery, tiling, whatever. When a customer's chat is about gas, Voxinly assigns it to the gas-qualified person on shift. When it's about general plumbing, it can go to anyone. When it's a quote-only enquiry, it can go to the office if you have one.
Configure routing rules
In /admin/team → Routing rules, pair job types with team specialisms. Default rules cover the common cases — only customise if you've got unusual cross-overs (e.g. an electrician who's also gas-safe).
Step 3 — Working hours per tradesman
Different people start at different times, take different days off, and cover different on-call rotas. Set each tradesman's working hours individually. Voxinly only routes conversations to people who are working that hour. If nobody is working, the after-hours flow kicks in (see the out-of-hours handling guide).
Step 4 — How assignment looks to the customer
The customer doesn't see the routing logic. They get a normal chat. When the conversation completes, Voxinly says: 'Brilliant — Dave will be in touch shortly to confirm Tuesday morning.' If the customer asks who'll come, the chatbot answers truthfully. They like that.
Step 5 — Re-assigning a conversation
Re-assign from the dashboard
If Dave's flat-out and Jamie has capacity, open the conversation in /admin/customers, click the assignee dropdown, pick Jamie. The customer doesn't see the swap; Jamie's notifications kick in.
Step 6 — Shift handover
At the end of each shift, Voxinly prompts the outgoing person with a list of their open conversations and asks for a one-line handover note per chat. Those notes are visible to whoever picks them up next. Most firms set the handover prompt for 5:30pm and again at end-of-week.
FAQ
What's the maximum team size?
10 on the Growth plan, unlimited on Pro. Most multi-tradesman firms run 3-5; we've seen one customer with 18 active engineers across two depots.
Can apprentices see customer numbers?
Yes by default. You can restrict apprentice accounts to summary-only view in /admin/team → Permissions.
What happens if a tradesman is on holiday?
Mark them as 'on leave' in /admin/team. Voxinly stops routing to them and any open conversations get re-assigned automatically with a polite customer-facing note ('Jamie's on holiday this week — Dave will be in touch instead').
Can I see who's handling what right now?
Yes — /admin/team → Live view shows every active conversation, who's assigned, and how long since the last reply. Useful for spotting bottlenecks at busy times.