When the agent has conversation at chat, how we can stop incoming calls?



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Faith,

    Thanks for sharing your feedback. Although this isn't possible today we are working on something that should resolve this pain point in 2020 within the new agent workspace experience.

    Once we have something to share with you, we will let you know.




  • Volkan Akdugan
    Zendesk Product Manager

    Hi Fatih,

    I have updates for you! We are working on a feature that enables agents to be online in both Talk & Chat and to receive either a call or chats at once. This feature (Focus Mode) allows the agents serving on both live channels at the same time to focus on one channel at a time and so lead to increased agent productivity and better response time.

    We’ll be launching a closed EAP for Focus Mode by September 30th, if you are interested to participate please fill in your information to the sign-up form. We’ll review all responses and reach out to eligible partners shortly with next steps.



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