Multiple WhatsApp Agents: Team Support Setup Guide
One person can't handle all customer chats. Here's how to set up a multi-agent WhatsApp support system.
Why Multiple Agents?
The Challenge
As your business grows:
The Solution
Multiple agents allow:
Planning Your Agent Structure
By Department
**Sales Team:**
**Support Team:**
**General:**
By Language
For international businesses:
By Product Line
For diverse catalogs:
Setting Up Multiple Agents
In Click to Chat
**Step 1: Add Agents**
Go to Click to Chat → Agents → Add New
For each agent, configure:
**Step 2: Configure Display**
Choose how agents appear:
**Step 3: Set Schedules**
For each agent:
**Step 4: Create Routing Rules**
Route conversations by:
Display Options
Agent Selector
Visitor sees list of agents:
**Best for:** Clear department divisions
Availability-Based
Shows only available agents:
**Best for:** Coverage-based routing
Random/Round-Robin
Distributes automatically:
**Best for:** General inquiry handling
Schedule Configuration
Example: 24/7 Coverage
**Morning Shift (Agent 1):**
**Afternoon Shift (Agent 2):**
**Night/Weekend (Agent 3):**
Example: Business Hours with Overflow
**Primary Agent:**
**Overflow Agent:**
Example: Department Hours
**Sales:**
**Support:**
Agent Profiles
What to Include
**Name:** Real or role-based
**Avatar:** Photo or icon
**Status:** Online/offline/busy
**Bio (optional):**
Profile Best Practices
Routing Strategies
Page-Based Routing
| Page Type | Route To |
|-----------|----------|
| Product pages | Sales |
| Support/FAQ | Support |
| Checkout | Sales |
| Order tracking | Support |
Time-Based Routing
| Time | Route To |
|------|----------|
| 9 AM - 5 PM | All agents |
| 5 PM - 9 PM | Evening team |
| 9 PM - 9 AM | Automated response |
Visitor-Based Routing
| Visitor Type | Route To |
|--------------|----------|
| New visitor | Sales |
| Returning customer | Support |
| VIP customer | Priority agent |
Team Management
Performance Tracking
Monitor per agent:
Workload Balancing
Prevent burnout:
Quality Assurance
Maintain standards:
Common Scenarios
Scenario 1: E-commerce Store
**Setup:**
**Routing:**
Scenario 2: Service Business
**Setup:**
**Routing:**
Scenario 3: Multi-Location Business
**Setup:**
**Routing:**
Handoff Procedures
When to Handoff
How to Handoff
Handoff Message Template
"I'm going to connect you with [Agent], our [role] specialist who can help you better with this. They'll be with you shortly!"
Scaling Considerations
Growing from 1 to 2 Agents
Focus on:
Growing from 2-5 Agents
Add:
Growing Beyond 5 Agents
Implement:
[Get Multi-Agent WhatsApp Support →](/plugins/click-to-chat)
Conclusion
Multiple agents transform WhatsApp from a single point of contact into a scalable support system. Start simple, measure performance, and grow your team based on data.
OrbixWP Team
Support Team