Collision Detection
Preventing two agents from replying to the same conversation simultaneously.
Definition
Collision detection is a feature that alerts agents when another team member is viewing or typing in the same conversation. It prevents duplicate or conflicting responses to the same customer.
In Depth
Collision detection typically shows real-time indicators like 'Agent X is typing' or 'Agent Y is viewing this conversation.' Advanced implementations auto-lock conversations when an agent starts composing a reply and release the lock after a timeout.
Lodgestory's unified inbox includes real-time collision detection with visual indicators and optional conversation locking.
See it in action
Learn how Lodgestory implements this concept in the Unified Inbox feature.
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