BPO workflow with Zynli
Each client workspace has its own KB, API connections, widget, and branding. Agents authenticate once and work across memberships via unified inbox or workspace switcher.
1. Client onboarding
Provision workspace, connect store APIs, index client KB.
2. AI deflection per client
Widget resolves routine order, shipping, and policy questions per tenant config.
3. Unified escalations
Agents see all client escalations with tenant badges.
4. Human resolution
Parallel tabs, tickets, and full thread context per client.
AI deflection per client KB
RAG and workflows are tenant-scoped. Client A's return policy never leaks into Client B's answers. Content Opportunities runs per workspace on Pro+ to improve each client's KB from their own conversations.
Human agents across the unified queue
- Claim conversations from any authorized client
- Per-tab ticketing and forms respect client plan entitlements
- Multilingual live translation per tenant locale settings
- Ticket slide-over from chat without leaving dashboard
Seat billing and roster management
Each membership consumes a seat on that client's plan. Platform operators can hold memberships across many tenants. Enterprise org layer (SSO, shared pools) is on the roadmap for large BPOs.
Content Opportunities per client
Pro+ clients can run Content Opportunities on their own widget data to close KB gaps — valuable for BPOs who maintain documentation per brand.
BPO stack vs generic multi-brand helpdesk
Generic multi-brand helpdesk
Often email-first; AI and API workflows are add-ons; weak ecommerce order flows.
Zynli for BPO
Per-tenant AI + workflows + unified inbox + optional Content Opportunities per client.
Support workflows you can automate
Configure AI support for orders, shipping, returns, billing, and product questions — grounded in your knowledge base and connected to your APIs.
Order Agent
Order status, delivery updates, and order lookup.
Example questions
- · Where is my order?
- · Has my order shipped?
- · Can I change my delivery address?
Example actions
- · Check order status
- · Fetch tracking number
- · Escalate delayed orders
Billing Agent
Charges, invoices, payment methods, and billing disputes.
Example questions
- · Why was I charged twice?
- · Can I update my payment method?
- · Where is my invoice?
Example actions
- · Look up charge details via API
- · Explain billing policy
- · Escalate billing disputes
Returns Agent
Return eligibility, refund status, and exchange requests.
Example questions
- · How do I return this item?
- · When will I get my refund?
- · Can I exchange for a different size?
Example actions
- · Apply return policy from KB
- · Check refund status via API
- · Open return ticket for review
AI resolves most issues. Agents handle the rest.
When automation can't resolve an issue — damaged goods, billing disputes, or policy exceptions — escalate to a human agent with full thread history and optional ticket creation.
- Low-confidence answers trigger handoff automatically
- Agents see chat history, citations, and workflow run logs
- Escalations become numbered tickets on your kanban board
- Customers track progress via magic-link portal
Visitor
My package arrived damaged. I need a replacement.
AI workflow
Connecting you with an agent — your order details and photos are included.
Human agent
Replacement arranged. Ticket created for tracking.
Frequently asked questions
Is client data separated?
Yes. Each workspace is tenant-isolated. Agents only see clients where they have membership.
Can one agent appear with different names per client?
Membership-level display name overrides are supported so agents can present client-appropriate names.
Unified inbox or switcher only?
Unified inbox is opt-in for parallel call-center style work. Workspace switcher remains for focused per-client admin.
Is white-label available for BPO clients?
Enterprise includes white-label and custom domain options. Evaluate per client contract requirements.
How do agents train on multiple brands?
Each tenant has isolated KB and workflows. Start with workspace switcher for training; enable unified inbox when agents know client policies.
See how Zynli automates your support
Train AI on your knowledge base, connect your APIs, and resolve order, shipping, billing, and return issues in chat.
Related pages
All use casesUnified inbox docs
Multi-workspace queue and parallel live threads.
Learn moreUnified inbox for customer support teams
Capability overview for BPO agents.
Learn moreAI support for SMB teams
SMB and agency team automation patterns.
Learn moreContent Opportunities docs
Per-client KB improvement from support data.
Learn moreKnowledge base and ticketing with AI
Per-tenant KB and ticketing isolation.
Learn more