Organizing Multi-Agent Channels in Chatwoot

TLDR Eduardo Policarpo asked about how multiple agents are handled in a single channel in Chatwoot. sojan_official explained the assignee option and agent collision feature.

Photo of Eduardo Policarpo
Eduardo Policarpo
Fri, 28 Jan 2022 20:35:47 UTC

How is this condition handled in chatwoot? where do you have a channel with several agents and how to organize what each agent does, how to serve the customer?

Photo of sojan_official
Fri, 04 Feb 2022 02:04:53 UTC

Chatwoot has the assignee option in conversations to ensure that agents don't step on each others toes. The shared inbox lets all the agents view conversations but ideally it should be the assigned agent who should be replying to the conversation. Also chatwoot has agent collision which alerts the other agent that another agent is already typing a reply in that conversation.