Manage several clients
One workspace per client, and nothing crosses over from one to the other.
An agency that answers for five stores has five workspaces, one per client. That isn't a habit we suggest: it's the product's only boundary. Conversations, visitors, sites, team, reports, the bot and macros belong to one workspace and don't leave it.
One workspace per client, several sites per workspace
A single client with two stores — a .com and a .ca, or a store and a showcase site — doesn't need two workspaces: add two sites to theirs. The conversations land in the same inbox and each site keeps its own hours, language and look.
Two clients in the same workspace, no. Team, roles, reports and export are per workspace: giving the first client access means giving them the second client's conversations. It can't be split up afterwards.
Switching clients
The button with the client's initial and name, in the sidebar — on the left on a computer, at the top on a phone. It opens the list of your workspaces if you're in more than one; with just one, it doesn't open and only tells you where you are. The switch is instant, with no reload.
- The address carries the client (
?ws=…). A link copied from the console opens the same screen and the same client for your colleague. Before, sending them “the reports” opened the reports of whichever client they were in. - The last client is remembered per device, not per account: your laptop can be on one client and your phone on another.
- The tab title shows the screen and the client, which makes the other approach possible: one tab per client, open side by side, and nothing to switch all day.
A link to a workspace you're not in doesn't show an error: the console opens yours.
Who sees what
The four roles are given per workspace: the same person is an admin for one client and a viewer for another, and that's what makes the agency setup work. The roles are detailed in Invite a colleague.
- You create the workspace: the owner is whoever created it.
- Your people: agent. They reply; they don't touch the settings.
- The client: viewer to read their conversations and reports without breaking anything, admin if they want to set their own hours and team.
Two limits to know before you promise anything: ownership of a workspace can't be transferred today — it stays in the name of whoever created it, including the day the client leaves — and an admin can't change their own role, so that the last owner can't strip themselves of rights nobody could give back.
What doesn't cross from one client to another
- Conversations, visitors, sites and their hours.
- The team: you invite per workspace, once per workspace, even when it's the same person.
- Reports and export: there's no report that adds up your five clients.
- What the bot has learned, saved replies and macros.
- The visitors themselves: someone who writes to two of your clients is two unrelated visitors. That's on purpose — the profile one client sees doesn't fill up with what another one collected.
Alerts while you're somewhere else
Turn alerts on once (see Get notified when someone writes). After that, every time you open a client, the console subscribes you to it on its own and the previous client's subscription stays: that's how you find out someone is waiting at the second client while you're answering the first.
The consequence is worth knowing: a workspace you haven't opened since alerts were turned on sends you nothing, and nothing tells you so. Open it once.
“Only my chats” is a setting of the device, not of the client.
What it doesn't do
- There's no unified inbox. You look at the five clients one at a time, switching between them. It's written here so you don't go looking for it.
- The menu doesn't count what's waiting elsewhere. Nothing says “three waiting at So-and-so's” before you go in; the alert is what tells you.
- A second workspace isn't created from the console. It's created by installing the Shopify app on the client's store — it asks which workspace, only offers the ones where you're owner or admin, and lets you create one. Otherwise, write to us.
- Nothing stops you if you write in the wrong client. The sidebar shows the name and initial; that's all there is.
A question that isn't here? The bubble at the bottom right is us. Or ken@krealomedia.com.