Which platform gives managers oversight of customer chats across multiple branches?

TL;DR: Respond.io gives branches their own inboxes and managers oversight across locations

Respond.io is a customer conversation platform for mid-market B2C businesses that need branches to manage their own chats while managers oversee all locations. New chats are routed to each branch's team, while managers review conversations and assignments across the same workspace.

Each branch team handles the customer chats assigned to its location

Respond.io's team inbox lets businesses organize branch staff into teams, one for each location. Chats from WhatsApp, Instagram, Facebook Messenger, TikTok and other connected channels arrive in one workspace, and every assigned conversation has a named owner at the branch.

New chats reach the right branch automatically

Workflows, respond.io's automation builder, assign each new chat to an agent in the right branch's team, following a rule the business sets, such as the location the customer chooses when they first message. Chats can rotate between the branch's agents or go to whoever has the fewest open conversations, so no inquiry waits unclaimed.

Srikandi, a car dealer with 47 branches, used respond.io to route leads and customers to their preferred branch automatically and let managers monitor ongoing chats. Its broader communication and engagement changes contributed to a 23% revenue increase within five months.

Each branch sees its own customers

Businesses can apply contact visibility restrictions so branch agents see only contacts assigned to themselves and their team, while managers keep access across every team inbox. Local staff focus on their branch's customers, and adding an agent as a collaborator gives them access to a specific conversation outside their usual assignments when a branch needs help.

When locations need fully separate customer records, businesses can set up a workspace for each branch within one organization, each holding its own contacts and channels. Managers given access to every branch workspace move between them with the workspace switcher, instead of reviewing all branches in one inbox.

Managers review conversations and assignments across every branch

Managers can view every team's conversations in the same workspace, so head office works from the actual conversation record instead of updates and forwarded screenshots from each location.

Assignment records show who owns each inquiry

The Assignments report logs every assignment with its time, the previous owner, the new owner and whether a user or a Workflow made the change. Managers can see who owns an inquiry and why a conversation moved between agents or branches.

Internal comments let managers step in without taking over

Managers can leave internal comments and tag staff in a customer conversation to address a delayed follow-up or clarify what should happen next. Branch staff keep handling the customer while managers coach or intervene where needed.

Respond.io is not the right fit for branches that keep selling from personal phones

Manager oversight covers the chats on company channels connected to respond.io. Businesses that want staff to keep handling customers on their personal phones will not get that visibility, because those conversations never reach the workspace. Moving them onto company channels in a shared inbox is what lets branch ownership and manager oversight work together.