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Existing chat interruptions with incoming new chat.

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edited Mar 19, 2019 8:38AM in Agent Desktop 1 comment

Summary

chat interruptions with incoming new chat.

Content

Hi All,

When we have a new chat coming in it automatically interrupts the current chat by taking us out of the old chat tab and bringing us to the new chat tab.

This causes confusion to the user and the customers.
sometime CSR type response for old customer and sends to new one.

I tested with Show Toast on/off but results were the same on the agent's end.  Once a new chat was connected w/ an agent, the focus went to the new chat workspace which appears to be working as designed.  but do we have any way to fix this and any way when the new Chat comes in to have it set up so it does not automatically interrupt the current chat. The new chat tab should only be highlighted (flickering) to indicate a new chat.

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