Multi-agent team configuration
Chat API allows creating multiple operator accounts for the same WhatsApp inbox. Each operator has their own login credentials and sees only conversations assigned to them.
Conversation assignment can be manual or automatic (round-robin among available operators).
Escalation and conversation transfer
An operator who encounters a conversation outside their competence must be able to transfer it to a colleague or supervisor without the client noticing any discontinuity.
Internal notes are fundamental for service quality: when transferring a conversation, add a note with context.
Team reporting and performance
Chat API provides team performance reports: conversations managed per operator, average first response time, average resolution time, and CSAT per operator.
Operational modes: hours and shifts
Configure team availability hours to manage customer expectations. For 24/7 services, implement a shift system with operators in different countries or time zones.
