Start with the support problem
An agency's support setup has two different concerns: making the customer's chat experience consistent and keeping each client's data and ownership clear. Several sites for one business may fit a shared workspace. Independent clients may need separate workspaces and permissions. A site filter makes an inbox easier to use; it is not a substitute for a tenant boundary.
A workflow to put into practice
Step 1
Choose the ownership boundary before adding websites
List which business owns each website, who may view its conversations and who will administer billing. Use separate client workspaces when independent clients need separate data and administration. Review agency features and plan limits before deciding how your team will access and manage those workspaces.
Explore agency partnerships →Step 2
Make each brand recognisable to its visitors
Give every website its own widget name, colours, greeting and office hours. Test the live snippet on the client's domain and confirm that replies identify the correct brand. Keep a short installation record so your team knows which website key was used and who approves future configuration changes.
Configure the widget for each website →Step 3
Make handovers easy for the next agent
Use assignments, private notes, mentions and saved replies inside the shared inbox. Record the customer's request and the next action rather than only saying that someone else should take a look. Agree which client questions the agency can answer and which must return to a named client contact.
Review the shared inbox workflow →Step 4
Budget the actual support arrangement
Count websites, workspaces, included agents and any additional seats separately. Also review the AI allowance and the knowledge features each client needs. The monthly support cost worksheet estimates one workspace's plan and seats; use the pricing page for website rules and request a quote for a custom arrangement.
Estimate one workspace's monthly cost →
Example: onboarding a new client website
Illustrative workflow to test with your own team.
- Agree the client's workspace ownership, access list and escalation contact before installing a widget.
- Configure branding and working hours, then run a test conversation on the client's staging site.
- Give agents approved replies and a short escalation guide; verify that the correct team receives the conversation.
- Record the configuration and review process so the client can change staffing or take ownership later.
Before you go live
- Document whether sites belong to one business or independent clients.
- Review agent access and remove temporary onboarding access after launch.
- Use client-approved knowledge and keep each brand's instructions current.
- Test the site's greeting, replies and away message with the client.
- Agree retention, export and offboarding responsibilities before collecting conversations.
What to measure after launch
- Workload by client
- Review site or workspace context when planning coverage; a combined total can hide an overloaded client queue.
- Handover quality
- Sample whether the receiving agent has the request, context, owner and next step.
- Access and ownership
- Review who can see client conversations as staff and contracts change.
Questions about this setup
Should every client share the same workspace?
Choose workspace boundaries according to client ownership and access requirements. A shared inbox with website filters is useful for sites belonging to the same business, but filters are not a replacement for separate client data boundaries.
Can the chat look different on each website?
Yes. Each website can have its own branding, greeting, assistant name and hours. Verify the installed website key and test the actual visitor experience before launch.