Multiple agents able to claim the same Chat


  • Erik Lynch
    Zendesk Customer Advocate

    Hi Christian,

    What you describe is actually the default behavior in Chat. The moment a user clicks on the "Serve 1 Request" notification button in Chat, that button disappears from view for other agents unless there are more incoming chats waiting to be served. For good measure, I tested that myself in a test account and saw the notification disappear instantly upon the chat being served by another agent.

    If two or more agents were to click the button at the same time, or if any agent were to click on the chat directly from the Visitor List instead of clicking the notification, it could lead to what you describe where multiple agents end up in the chat at once. But, the notification button won't stick around for other agents to continue clicking after an agent is serving the chat.

    I hope this helps!


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