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Reception agent and multi-agent setup

A reception that understands, filters and hands the conversation to whoever solves it.

The reception agent greets every contact, identifies the topic, collects the data you defined as required and hands off to the right specialist. The next agent arrives already knowing everything. The customer never repeats their story.

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A demo applied to your flow, with a CitraChat specialist.

L
Lara · Reception
online
Hi, good afternoon!
09:41
Type your message...
Powered by CitraChat.com
A different logic of service

One agent doing everything gets it wrong. A team that splits the work gets it solved.

A single agent has to know sales, support, finance and scheduling all at once. CitraChat organizes service like a team: reception understands the reason, requires what you defined and hands the conversation over ready for the specialist. Each agent has its own training and its own rules.

Identifies the reason
Through a numbered menu or the conversation itself, reception knows where each contact goes.
Requires the right data
Name, email, phone, company, tax ID: while anything you marked is missing, it doesn't transfer.
Transfers with context
The specialist receives history, data and reason. Nothing is asked twice.
No back and forth
A transfer limit per conversation and return rules keep the conversation from bouncing between agents.
How it works in practice

From "hi" to the right specialist, with everything they need.

Six steps reception runs on its own. Scroll to follow a contact from start to finish.

  1. Greets and shows the menu
    Reception introduces itself and shows the options you set up. The menu is fixed: the agent never invents or omits an option.
  2. Understands the choice
  3. Collects the required data
  4. Blocks while something is missing
  5. Transfers with the history
  6. Records and notifies
L
Lara · Reception
online
Hi!
09:41
Hi! I'm Lara. How can I help? 1. Buy or request a quote 2. Support and after-sales 3. Talk to someone on the team
09:42
Type your message...
Powered by CitraChat.com
1 of 6
Capabilities

What reception does inside the conversation.

Every capability below already runs in production. The benefit for the customer and how it works underneath.

Service menu
Service menu
Benefit
The customer picks in seconds where they want to go.
How it works
A fixed, numbered list set up in the dashboard. Each option points to an agent or stays with reception itself.
Routing by conversation
Benefit
People who skip the menu also reach the right place.
How it works
Reception understands the intent from the text and decides the destination based on what each specialist does.
Required data to transfer
Benefit
The team only receives conversations with contact and context.
How it works
You mark name, email, phone, company or tax ID. While any is missing, the transfer doesn't happen.
Transfer with history
Benefit
Nobody repeats their story.
How it works
The specialist receives the whole conversation, the collected data and the reason, and introduces themselves already knowing the case.
Protection against back and forth
Benefit
The conversation doesn't bounce between agents.
How it works
A transfer limit per conversation, introductions without re-transferring, and a menu choice valid only until the last transfer.
Request for a human
Benefit
Whoever wants a person gets a person, with the right data.
How it works
The request goes through the same data check, triggers an immediate email to the team and any agent takes over in the dashboard.
Pre-chat form
Benefit
Data that already came in isn't asked for again.
How it works
Fields configured before the first message count toward the transfer check.
One conversation only
Benefit
Metrics and history without duplicates.
How it works
Triage and the conversation with the specialist are the same conversation in the dashboard and count once toward the plan quota.
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Multi-agent

Each topic with the right agent. Without losing context.

Reception is the front door. Behind it, each specialist has its own training, its own rules and its own integrations. The human team steps in only where a decision is needed.

Lara · Reception
  • Shows the menu and identifies the reason
  • Collects the data you require
  • Transfers with history and reason
Bia · Sales
  • Receives the lead with context
  • Qualifies and records the opportunity
  • Hands off to the team with a next step
Eduardo · Customer service
  • Receives the case already identified
  • Collects evidence and applies rules
  • Creates a ticket and reports the resolution
Your team · Human decision
  • Receives only conversations with complete data
  • Takes over the conversation whenever they want
  • Decides only the exceptions
Real operation

How a distributor put a reception in front of sales and customer service.

A leading food distributor in Brazil, three agents (reception, sales and customer service), thirty days of real operation. Reception receives every contact, requires a name and business identification and hands off to the specialist with the history preserved.

Leading food distributor in Brazil · real caseLast 30 days · 08/25 to 09/24/2026CitraChat dashboard metrics report · 09/24/2026
Reception (triage agent)
143conversations received
111transferred to a specialist78% of 143
< 1 mintime to transfer
After the transfer
97conversations in sales and lead capture
14conversations in customer service
4resolved by reception itself
Before

Every contact landed in the same place and someone on the team had to read, understand and redirect them one by one. Many leads arrived with no contact info or context.

After

Reception separates sales from support in under a minute and only passes along people who already gave a name and identification. The specialist starts from the right point.

Numbers from a single customer, in the period shown, read directly from the CitraChat dashboard. Each rate shows the source number and the total it was calculated on.

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What the company gains

Less manual triage. More useful conversations reaching the team.

Leads never arrive empty
The required-data check guarantees contact and context before any transfer.
Focused specialists
Each agent only handles what it knows how to solve, with its own training and rules.
Customers repeat nothing
History, data and reason follow the conversation through every transfer.
You control the check
Marking only the name releases it fast. Marking company and tax ID guarantees a complete B2B lead.
Visibility by agent
How many conversations came in, how many were transferred and where to, all in the dashboard.
Want to see this in your operation?
Measurement

Triage becomes a number too.

Every reception step generates an event, by agent and by period: in the dashboard, in GTM and in your pixels. The per-agent event tag separates what came from reception from what came from the specialist.

  1. Openedchat_openedMeasures initial interestDashboard · GTM · pixels
  2. Startedchat_startedFirst message sentDashboard · GA4
  3. Left contactlead_capturedRequired data collectedDashboard · pixels
  4. Transferredagent_transferredReception passed to the specialistDashboard
  5. Asked for a humanhuman_requestedException that needs the teamDashboard · immediate email
  6. Qualifiedlead_qualifiedAI assessment with reason, on the destination agentDashboard · Google Ads · Meta · webhook
Available integrations
Google AdsMeta (Pixel + Conversions API)GA4Google Tag ManagerTikTokLinkedInChatGPT AdsWebhooksGoogle Calendar

Numbers only appear with period, denominator and source. The funnel above shows what is measured, not a result.

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Rollout

CitraChat adapts to your process.

You can do everything yourself in the dashboard: train, test, publish and adjust. But you don't have to do it alone. Every account has a CitraChat specialist who follows the entire implementation and the evolution of the operation after it.

  1. We map contact reasons and ownersWith the specialist, you map why customers reach out today (questions, orders, complaints, bookings), what each case requires and who decides. That defines which agents exist and what each one resolves on its own.
  2. We define rules, data and integrationsYou write the business rules (warranty, deadlines, eligibility) and connect the sources the agent consults (website, documents, spreadsheets, calendar). The specialist reviews, points out what is missing and wires the events to your pixels and systems.
  3. You train the agents, with supportConversational training with an assistant inside the dashboard, automatic website reading, document and spreadsheet upload. Every change has a snapshot and restore, and the specialist tests real cases with you before publishing.
  4. We go live, measure and evolveWidget in one line of code and official WhatsApp. The team follows everything in the dashboard and takes over whenever it wants. The specialist keeps following the account: reviews the step-by-step funnel with you and points out where the training needs to evolve.
CitraChat specialist throughout the implementationFull autonomy in the dashboard, no dependenciesFree account to start, no cardNo lock-in contract
Who it makes sense for

For those who receive different topics through the same channel.

  • Industry and distributorsSales, after-sales and partnerships arriving through the same door.
  • Retail and e-commercePurchase questions, orders, exchanges and complaints separated at the entrance.
  • Clinics and servicesScheduling, questions and billing with distinct agents.
  • B2B companiesRequire company and tax ID before passing to sales.
  • Operations with customer serviceSupport receives only an identified case, with name and order.
  • AgenciesOne reception per client, each with its own menu.

What teams usually ask.

How much of your service today is just figuring out who the person wants to talk to?

Show us your flow. In a demo, we design the reception, the specialists and the data check for your operation.

Free account to start, no card. A CitraChat specialist through the whole setup.