This guide provides a detailed overview of how to prevent agent collision in Chatwoot.
What is agent collision?
Agent collision happens when more than one customer service agent tries to reply to the same ticket (conversation in Chatwoot) at the same time. This can confuse the customer because they might get multiple, sometimes conflicting, responses. It also wastes time and effort for the company, as two or more agents are working on the same task instead of helping other customers.
To prevent this, companies need systems that show when a ticket is already being handled or assign tickets to specific agents. This ensures smoother communication with customers and better use of agents’ time.
How do Chatwoot prevent Agent collision?
At Chatwoot, we address agent collision with two straightforward solutions.
Assignee for a conversation: Chatwoot makes it easy to assign conversations to yourself. This way, everyone knows who is handling the conversation, avoiding confusion and making sure only one agent is working on it at a time.
Typing Indicators: Agents can see when someone else is typing in the same conversation. This helps them know when another agent is already responding, so they don’t waste time or send duplicate replies.
