Guide · By industry
Running several clients’ chats in one workspace, for BPOs
In short
An outsourced support team can run several clients from one workspace if each client has its own channels, its own bot, its own team and its own answers, and its reports can be pulled on their own. Be clear about what stays shared: managers see every client and the customer lists are one. A client whose contract asks for its data to be kept apart gets a workspace of its own.
Reviewed 9 November 2026. Terms used: Omnichannel support, SLA (service level agreement), RAG (retrieval-augmented generation).
Seven steps to running several clients on one floor
For BPOs, agencies and shared-service teams.
Give each client its own channels
A website widget in the client’s colours and a WhatsApp number in its name, so customers only ever see the client’s brand.
Give each client its own team
Route each channel’s chats to that client’s team. Put senior agents in two teams to absorb a busy morning, and nobody in all of them.
Keep each client’s answers apart
Each client’s articles and playbooks go in their own knowledge base. If a bot or an AI answers, limit it to that client’s articles, so one client’s refund policy never answers another’s customer.
Agree targets per client
Each contract has its own response targets. Set them by priority and channel, and pause the clock when a ticket waits on the client.
Report per client, every week
Filter the chat and ticket reports by the client’s team or channel, and export them for the client’s review instead of filling a spreadsheet on Friday.
Write down what is shared
Managers and supervisors see every client, and contacts and tickets sit in one list. Put that in the contract, so nobody is surprised.
Know when a client needs its own workspace
When a client’s contract says its customer data must be kept apart from other clients, or it wants its own bot persona, give it a separate workspace.
Common questions
Can the AI mix up two clients’ answers?
In a flow, limit each client’s AI answer step to that client’s knowledge base. In AI-only mode the AI uses every customer-facing knowledge base in the workspace, so run flows when you have several clients.
Is each client’s data kept apart inside one workspace?
No. Contacts and tickets are one list, and managers see every client. Workspaces are kept apart from each other, so a client who needs separation gets its own.
Can a client log in to see its own reports?
Not today. Your team filters Reports → Chats by the client’s team or channel and exports a CSV for the client’s review.
See it working with your own customers.
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