Multi-Agent Mode
When Multi-Agent Routing is on (the default), ShopChat detects what each message is about and answers with a matching specialist persona:
| Agent | Used for |
|---|---|
| Product Specialist | Features, specifications and comparisons |
| Product Finder | Finding products that match a need |
| Order Support | Tracking, delivery and post-purchase questions |
| Returns Agent | Returns and refunds |
| Escalation Agent | Requests to speak to a person |
| Shop Assistant | Everything else |
Each message goes to one agent. The persona changes the AI's instructions and tone; the product and knowledge base data it receives stays the same.
Multi-Agent Routing also turns on Live Agent Handoff detection - when a customer asks for a human, the transcript is emailed to your support address.
Turning it off makes ShopChat use a single general assistant for every message.