We ran into an issue where a client would start a chat with us, and more than one agent would be able to respond at the same time. Is there a way to limit the number of agents that can respond in a chat? Or make it such that once an agent picks up a chat, no other agent would be able to join the chat, unless it is an admin.
Hi, Senai.
Thank you for reaching out and welcome to the community!
Currently, we do not have a feature to limit the number of agents who can respond to a chat or prevent another agent from joining a chat that has already been picked up by another agent.
However, we have implemented a notification system where agents will receive a notification that another agent is already handling the chat when they attempt to join. They can still join the chat, but this will require a second click to confirm that they are aware of another agent handling it.
We apologize for any inconvenience this may cause and appreciate your understanding.
If you have any further questions or concerns, please don’t hesitate to let me know. I’m always here to help.
Cheers,
Karla