Multi-agent (dividing inboxes for multiple employees) is a way to assign messages to multiple people to process at the same time without no one touching anyone else's messages — no duplication, no omissions, no "my/your news" arguments. This is a mandatory condition when a business has many employees managing the same inbox: if there is no assignment mechanism, two people answer one customer, or no one is responsible. Zenify recorded a 21% increase in conversion rate (approved).
TL;DR
- Multi-agent = multiple people handling the inbox at the same time without touching each other.
- No mechanism = duplication or no one responsible.
- Division: conversation assignment, self-recognition, by group/channel, by shift.
- Everyone can see the news status — not "my news/your news".
- Hand over shifts clearly to avoid breaking the flow.
Why is it necessary to divide the inbox
When one person can't afford it, many join in — and the problem begins:
Two people answered the same customer → the customer received two different answers.
The "no-owner" message was received by no one → customers waited and no one responded.
This person looks at "the other person's" news and does not dare to touch it → customers wait.
Off shift without handover → no one followed up yesterday's customers.
Root: there is no mechanism for "who processes which news" and the news status is not clear.
The ways to divide the inbox do not overlap
1. Assign the conversation to the person in charge
Each conversation is assigned to an employee.
Others see that "someone has handled it" — do not interfere.
Change people when handing over.
2. Accept the conversation yourself
The employee clicked to receive the message but no one was there — whoever receives it first will process it.
Any news that no one has received is clearly displayed — no "looking at each other".
3. Divide by group/channel
Zalo group, Facebook group, livechat group.
Match professional teams by channel or product.
4. Chia theo ca
Morning shift, afternoon shift, evening shift — whoever is on which shift handles that shift's information.
Communicate clearly at the end of the shift: any unfinished news is handed over to the next shift.
Principles of correct inbox division
For each news, one person is responsible: no "everyone worries, no one worries".
Clear status: new → processing → completed → forwarded.
Everyone can see the overview: no news lies dormant and no one knows.
Handover has a process: When you leave a shift, you must transfer the conversation in progress (see Security when multiple people manage the inbox).
When to use which method
Situation | How to divide appropriately
General staff handles everything | Self-identify / assign conversation
Teams specializing in channels/products | Divide into groups
Trực theo giờ | Chia theo ca
Sensitive news needs someone to trust | Fixed assignment to person in charge