For BPOs and outsourced support teams
Three client brands, one floor to run.
Give each client its own website widget or WhatsApp number, its own flow and its own team. Chats arrive under the client’s brand and reach that client’s agents. Your supervisors watch every queue on one monitor.
- Works on
- Web chat
- Support form
Outsourced support today
Every client wants its own channels, rules and report.
“Each client means another phone and another login.”
One client’s WhatsApp is on a shared phone, another’s chat is in its own tool. The floor runs on six screens.
“We can’t show a client their own numbers.”
Response times live in a spreadsheet someone fills in on Friday. Each client gets a different version.
“New agents learn three clients’ rules at once.”
Playbooks sit in shared drives. An agent answers one client with another client’s refund policy.
One shift, three clients
A Monday shift with three clients on one floor.
An example BPO. The clients and agents are made up. Every step is something Axonave does today.
- 8:00 amThe shift starts. Each agent is in one client’s team. A few senior agents are in two.
- 8:04 amA chat on Client A’s widget, in A’s colours, goes to Client A’s team. A WhatsApp to Client B’s number goes to Client B’s.
- 8:30 amClient C’s bot runs C’s own flow. Its AI answer step is limited to C’s knowledge base.
- 11:10 amClient B’s queue grows. The supervisor sees it on the monitor and transfers two chats to a senior agent in both teams.
- 3:00 pmAn agent looks up last week’s chat in History. It holds the chats their own team handled.
- FridayReports → Chats, filtered by Client A’s team: chats, first response and hand-overs, exported as CSV for A’s weekly review.
An example, not a customer. Axonave does each step today; the BPO, its clients and the times are made up.
One workspace · three clients
Client A
Website widget in A’s colours · A’s flow, A’s articles
Goes to Client A team
Client B
WhatsApp number in B’s name · B’s flow and after-hours flow
Goes to Client B team
Client C
Widget and WhatsApp number · C’s flow, C’s articles
Goes to Client C team
Supervisors and managers see every client
Shared by all three: contacts, tickets, the bot’s name and tone.
A channel per client
Each client’s own widget and number.
Give each client a website widget in its colours, with its own logo and greeting, and a WhatsApp number in its name. Each widget and number has its own flow, its own after-hours flow and its own team for hand-overs.
- Pro: 5 widgets and 3 WhatsApp numbers
- Extra numbers $25 a month each
- Allowed domains per widget
Teras Home’s chat widget, in its own colours, answering a delivery question. Each client’s widget would carry its own.
A team per client
Each client’s chats reach that client’s team.
A chat takes its skills from the widget or number it arrived on. A team’s chat goes only to its members. In History, agents see the chats their team handled.
- Skills and teams per client
- A chat cap per agent
- Transfer with a note
A WhatsApp chat in our demo workspace, handed to the Warranty & Repairs team by the menu. Yours would be a client’s team.
Reports per client
Each client’s numbers, filtered by team.
Reports → Chats filters by channel, team and agent: chats, first response, hand-overs and what the bot settled. Every count opens the chats behind it. Export a CSV for the client’s review.
- Filter by the client’s team or channel
- Transcripts as a ZIP
- Ticket reports by team too
Reports → Chats for Teras Home, with the Channel, Team and Agent filters above the counts.
A playbook per client
Each client’s playbook, for its own team.
Keep a client’s internal articles in their own knowledge base and limit it to that client’s team. Agent Assist drafts replies from the articles that agent may see. Nothing is sent until the agent sends it.
- Internal and customer-facing knowledge bases
- Pro: 5 knowledge bases
- Suggested articles beside the chat
Agent Assist beside a Malay WhatsApp chat: a reply drafted from “Masa penghantaran dan penjejakan”, and the articles it came from.
Time and SLAs
Billable time and SLAs on every ticket.
Agents log time on a ticket with a running timer and billable rates. SLA policies set targets by priority and channel. A breach rings the agent and their team leaders.
- A warning before the target
- Waiting on the client pauses the clock
- SLA compliance in Reports → Tickets
A real SLA panel in our demo workspace: TKT-1282’s details, first response met and resolution active.
A flow to start from
FAQ with AI, one per client.
Give each client’s widget or number its own copy of the template. Limit its AI answer step to that client’s knowledge base, and send its hand-over to that client’s team.
- One flow per widget or number
- The AI answer limited to one client’s articles
- The hand-over to the client’s team
- English, Malay and Chinese in one flow
In the flow builder: New flow → FAQ with AI. It starts in English, Bahasa Malaysia and Chinese, ready to publish.
Client A support
Step 1: Message
Greeting
“Hi! This is Client A support. Ask me anything about your account.”
Step 2: AI answer
AI answer
“Answers from Client A’s knowledge base only.”
- Answeredgoes toAnything else
- Not answeredgoes toClient A team
Step 3: Menu
Anything else
“Anything else?”
- Another questiongoes toAI answer
- Talk to a persongoes toClient A team
Step 4: Hand over
Client A team
“Passing you to our team.”
One workspace is one set of data.
Clients in one workspace share it. Teams decide who answers each chat and whose History an agent sees. Managers see every client, and contacts and tickets are one list. A client whose data must be kept apart gets its own workspace.
Managers see every client
Supervisors, managers, admins and auditors see all chats and all History. Agents see their own chats, the queue and their team’s History.
A workspace per client, when needed
Each workspace’s data is kept apart in the data layer, and the check fails closed. Use one for a client whose contract asks for it.
Masked before the AI
Cards, bank accounts and the IC and passport numbers it recognises are masked before any AI call.
PDPA requests
Export everything you hold on one customer, or erase it, when a client’s customer asks.
Questions from BPOs and outsourcers
Can each client have its own bot and branding?
Yes, per widget and number: its own colours, logo and greeting, its own flow and after-hours flow. The bot’s name, avatar and tone are set once for the workspace. Keep them neutral, or give the client its own workspace.
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 a workspace with several clients should run flows.
Do agents see other clients’ chats?
In their chat list, agents see their own chats and the queue. In History, they see the chats their team handled. Supervisors, managers, admins and auditors see every client.
Is each client’s data kept apart?
Not inside one workspace. 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 workspace.
Can a client log in to see their own reports?
Not today. Your team filters Reports → Chats by the client’s team or channel and exports a CSV, or the transcripts, for the client’s review.
How many clients fit in one workspace?
Pro ($199 a month) has 5 website widgets, 3 WhatsApp numbers (up to 20 more at $25 a month each), 5 mailboxes and 5 knowledge bases, with up to 100 seats. Enterprise has no caps: talk to us.
Is there a free trial?
Yes. Try Pro free for 14 days with two clients’ widgets and teams. No card needed.
Bring two clients’ FAQs. We’ll set both up on one floor.
We reply within one business day by email or WhatsApp.