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Lock Chat

Feature Request

I’d like to request a new feature. Is it possible to lock a new chat to the first agent who replies? Once the chat is locked, no other agents should be able to reply—except in the case where the first agent manually assigns the chat to someone else.

Posted by CIS College ·
4 comments

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Comments4

  • CIS College

    •

    Jul 1, 2025

    Hi Pedro, thanks for getting back to me.

    Regarding unassigned chats appearing under "My Chats"?—in our setup, we follow a first-come, first-serve strategy to encourage a sense of competitiveness among agents. Because of this, we don't assign chats manually or through an admin, and we'd prefer agents to have visibility over unassigned chats so they can pick them up as they come.

    Restricting visibility to only assigned chats wouldn't quite work in our case, but I appreciate the suggestion. Is there a way to allow agents to see and pick up unassigned chats without giving them the ability to reassign chats that already belong to someone else?

    Thanks again! Looking forward to your input.

  • Pedro Ribeiro

    Team•

    Jun 30, 2025

    Hey there! Thanks for the suggestion.

    In order to make sure other agents cannot reassign a conversation not assigned to them, we recommend limiting the agent's view only to my chats. This way, only the chat owner or admin can have access to the chat and assign it to any other agent. You can change the agent role to "Restricted chat agent” at Teammates & Permissions section. Could it help in your use case?