Focus mode for active Messaging and Talk users



  • Shaun Murray

    Focus mode already does this.

    However, I have found that it can sometimes think an agent is still in a Messaging conversation after finishing the chat. Does anyone know how that can be fixed?

  • Prakruti Hindia
    Zendesk Product Manager

    Thanks for responding Shaun.

    The focus mode capability is applicable for live chat and calls. We do plan to extend it to messaging conversations. It is part of our this year's roadmap. 



  • Rina

    Thanks Prakruit, can you provide a rough estimate of when we can expect to see a focus mode that works with calls and live messaging tickets?

  • Jen C

    Looking forward to this with messaging and talk. that would be super helpful for us. Thank you for putting it on the roadmap.

  • Trudy Slaght

    Prakruti Hindia We had been under the impression that omnichannel routing would restore the functionality of focus mode but this doesn't appear to be the case.

    I'd like an update on this please - we were forced to move to messaging and lost functionality of focus mode as a result. We dealt with it for a few months with the understanding the Omnichannel would address this. But now Omnichannel is live and it hasn't been addressed.  This seems to be a major over-sight. Please advise of when we can expect this functionality to return.


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