Multi-Agent Support
Assign, escalate and see exactly who said what.
A shared number stops working the moment two people open it. Libromi gives every conversation an owner, gives each role the right level of visibility, and keeps the coordination — notes, mentions, reminders — inside the thread rather than in a separate group chat.
Customer is on the old rate. Confirm with finance before quoting.
Who can see this
Agent
Their own assigned conversations
Team lead
Every conversation their team handles
Manager
Conversations across the organisation
Every message is logged against the person who sent it.
Nobody knows who is answering
Two agents reply to the same customer while a third assumes it is handled. The context that would settle it sits in someone's private messages, and when a manager asks what happened, the honest answer is that nobody can reconstruct it. Shared logins make this worse: every message looks like it came from the same person.
What you get
Ownership on every conversation
Assign a chat to an agent or a team and the queue makes it obvious who is responsible. Reassign at any point and the full history goes with it.
Visibility that matches the role
An agent sees their own conversations. A team lead monitors everything their team is handling. A manager sees the whole organisation. Nobody has to be given more access than the job needs.
Internal notes and mentions
Leave a note on the thread that the customer never sees, mention a colleague, and require them to acknowledge it so a handover is confirmed rather than assumed.
Reminders and a full audit trail
Set a follow-up reminder so a promise does not get lost, and rely on every message being logged against the person who sent it.
Who can see what
Agent
Handles conversations
Team lead
Monitors a team
Manager
Oversees the business
Reporting follows the same boundaries as the inbox.
Access that matches the job, not the org chart
Roles decide reach. An agent works the conversations assigned to them. A team lead can monitor everything their team is handling, step in and reassign. A manager sees across the organisation. Nobody has to be handed the whole inbox to do their part of it.
- Agents see their own assigned conversations
- Team leads monitor and reassign within their team
- Managers get the organisation-wide view
Unassigned
Riverside Clinic
New leadNova Retail
BillingEmma Doyle
SupportRules
Billing → Finance
New lead → Sales
Else → round robin
Agents
Conversations reach the right person on their own
New chats do not sit in a shared pile waiting for someone to claim them. Route by channel, by tag, by the answers a chatbot collected, or spread them evenly across whoever is online — and reassign by hand whenever judgement beats a rule.
- Route by channel, tag or chatbot outcome
- Balance load across the agents who are available
- Manual reassignment carries the full history with it
Conversation history
Alex Morgan replied to · James Carter
Priya Raman acknowledged the note
Priya Raman left an internal note
Daniel Reed reassigned to · Alex Morgan
Chatbot added tag · Renewal
Every action has a name against it
Messages, assignments, internal notes and tag changes are all recorded with the person who made them and the moment they did. When a customer disputes what was promised, or a manager reviews how something was handled, the thread answers the question by itself.
- Each reply attributed to the agent who sent it
- Assignments, notes and tag changes recorded too
- Reporting can attribute activity to a person and a team
How it works
- 1
Set up teams and roles
Create your teams and decide who is an agent, a team lead and a manager.
- 2
Route the work
Assign conversations to the right owner, by hand or automatically from the chatbot.
- 3
Coordinate in the thread
Use internal notes, mentions, acknowledgements and reminders instead of a separate group chat.
Frequently asked questions
Related features
Keep reading — these work closely with this one.
Give every conversation an owner
Set up your teams, decide who sees what, and let the thread carry the handover instead of a group chat.