Multi-Agent Live Chat Playbook for Support Teams
How to assign agents, collaborate in real time, and keep CSAT high across Android and iOS views.
When bots escalate, speed and context decide whether customers stay. WapGrow’s multi-agent live chat lets support teams assign conversations, collaborate in real time, and work from Android or iOS views without losing history.
Start by defining clear escalation rules from your NLP and Gen-AI bots. Tag conversations by intent — billing, delivery, product fit — then route to the right specialist. Keep CRM notes synced so every agent sees the same customer story.
Measure average handling time, first-response time, and CSAT after each release. Teams that combine always-on AI with disciplined live handoffs typically see lower AHT and higher satisfaction at the same time.