Multi-Agent WhatsApp Desktop CRM — Complete Manager Playbook

Define roles before you link accounts

Multi-agent WhatsApp fails when everyone answers everything. Assign inbound sources: website leads to agent A, walk-ins to agent B, partner referrals to agent C.

StaffPeek session switching then mirrors your org chart instead of becoming a firehose.

Desktop CRM habits

CRM means consistent next steps, not necessarily a Salesforce login. Tag mentally: today, tomorrow, waiting on customer. Managers verify tags against actual chat timestamps.

• Morning triage across all agent sessions
• Afternoon focus on waiting-on-customer threads
• Friday review of deals with no activity seven days

Handoffs between agents

When an agent goes on leave, the manager opens their sessions and reassigns open threads verbally — customer sees continuity because the business number stays active on another device linked to the same account policy your team defines.

Technical setup

Install StaffPeek on the team lead PC, scan each agent QR once, confirm Windows or Mac sleep settings will not kill long sessions. Unlimited scan per license supports growth through the year.