Introducing multi-chat: help more visitors at the same time

The problem: visitors waiting in the queue

During busy hours, visitors wait. With a traditional one-chat-at-a-time setup, a single agent can only help one person while everyone else sits in the queue — even when the agent has a quiet moment between replies. That means longer wait times, missed leads, and frustrated visitors.

The natural pauses in one chat are exactly when the next visitor could be helped.

The solution: more conversations, same personal touch

Multi-chat removes that bottleneck. Your agents can take on multiple concurrent conversations, so the natural pauses in one chat are used to help the next visitor — no one is left waiting unnecessarily. And it does this without compromising privacy or clarity: every visitor conversation opens as its own separate Microsoft Teams group chat, containing only that agent and the uWebChat assistant. Chats never get mixed up, and colleagues never see conversations that aren't theirs.

How it works

A visitor starts a chat on your website, just like today. uWebChat routes it to an available agent — and an agent counts as available as long as they still have a free chat slot. The conversation opens in its own Teams group chat, a fresh private thread with just that agent and the uWebChat assistant. The agent replies from Teams, and messages relay back and forth to the visitor in real time. When the chat ends, the agent closes it or simply leaves the conversation, and the slot frees up for the next visitor.

Because each conversation is fully isolated, an agent can comfortably switch between three chats without ever losing track of who said what.

You decide the capacity

Multi-chat is fully configurable per agent. Set a senior agent to handle several conversations at once, while a new team member starts with one. The default is a single chat — the classic experience — and capacity can be raised up to five simultaneous chats per agent. Agents who shouldn't multitask simply keep the classic one-chat experience; nothing changes for them.

Availability and requirements

Multi-chat is available on the Trial, Pro, and Enterprise plans. It runs on Microsoft Teams, so your agents need Teams, and your Microsoft 365 administrator grants a one-time approval so uWebChat may create the private agent conversations on your behalf. Good to know: if that approval hasn't been granted yet, uWebChat automatically falls back to the classic one-chat-at-a-time experience. Nothing breaks — visitors are still helped as usual.