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Chat tabs switch their positions
Posted Mar 10, 2023
Hello Team,
With the Agent Workspace, during a chat, the tabs switch their positions (the chat with the latest message appears in the first position).
From our point of view, we consider this a disadvantage. When chat tabs switch their positions during the sessions, this is causing inconvenience and confusion. This issue is not only affecting our productivity but also has the potential to cause a data breach if the agents get confused and send personal information to the wrong client.
It has become challenging for them to keep track of which chat tab they are working on, and this may affect their ability to provide quality customer support.
We believe that this feature needs to be revised and made customizable.
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3 comments
Samantha Cook
I have a visual impairment called Nystagmus which means that my eyes do not track in the same way that others do. and they shake involuntarily. Another symptom is visual overcrowding, and I rely on predictability where things are located on screen as I find it hard to search or scan a screen if something is not where I am expecting it to be.
This change has slowed down my productivity and speed with which I work as I am constantly needing to acclimatize myself with where chats are. The lack of colour contrast on the tabs also has a negative impact on my work, as I cannot see clearly the delineation between tabs and the status of those chats.
This change has caused me to reply to the incorrect chat, meaning that potentially sensitive information has been sent to the incorrect recipient.
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Vincent
Hello Vanesa Mircheva , I have the same problem than you.
With more than 5 open conversations in the same time, my agents can't be productive.
Have you find a solution like an app in the Marketplace ?
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Samir Shah
Hello Vanesa Mircheva ,
Thank you for your feedback. I've logged this as an enhancement to the tabs experience, and we will continue to account for this in our roadmap prioritization and planning. Once we have an ETA I'll post an update here and in other related threads. Please keep engaging on these posts, and thanks again for your feedback.
Thanks,
Samir
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