Collision Detection

Prevent duplicate replies when multiple agents are viewing the same conversation. See who's typing in real-time.

Collision prevention made simple

Keep your team coordinated and customers happy.

What happens without collision detection

Agent collision occurs when multiple support agents try to reply to the same conversation at the same time. This leads to confused customers, wasted effort, and an unprofessional appearance.

Customers receive multiple conflicting responsesAgents waste time writing duplicate repliesSupport appears disorganized and unprofessionalCustomer confusion leads to longer resolution timesTeam morale suffers from redundant workWithout collision detectionMAgent Mike · 2:15 PMYour refund has been processed and will arrive in 3-5 days.

I'll need to check with our billing team about your refund. Can you wait?

Wait, which one is it? I'm confused...

Conflicting responses confuse the customer

I need to change my shipping address

Mike is typing a reply...

Wait for them to finish or coordinate via notes

• Customers receive multiple conflicting responses
• Agents waste time writing duplicate replies
• Support appears disorganized and unprofessional
• Customer confusion leads to longer resolution times
• Team morale suffers from redundant work

See when teammates are typing

Real-time typing indicators show you when another agent is composing a reply. Step back and let them finish, or coordinate via private notes to avoid duplicate responses.

• See who's typing in real-time
• Visual indicators show active agents
• Alerts appear before you start typing
• Works across all conversation channels
• Coordinate via private notes if needed

Clear ownership for every conversation

Assign conversations to specific agents to establish clear ownership. When a conversation is assigned, other team members know someone is handling it.

One-click self-assignmentAssign to specific team membersVisual badge shows current ownerAuto-assignment rules availableEasy reassignment when neededAssignment optionsSelf-assign

Claim a conversation yourself

Route to a specific agent

Automatic round-robin routing

• One-click self-assignment
• Assign to specific team members
• Visual badge shows current owner
• Auto-assignment rules available
• Easy reassignment when needed

Benefits of collision detection

Streamline your support operations and improve customer experience.

Better Customer ExperienceCustomers get clear, consistent responses without confusion from conflicting replies.

Increased EfficiencyAgents don't waste time writing responses that duplicate a teammate's work.

Professional AppearanceYour support team appears coordinated and organized to customers.

Faster ResolutionClear ownership means conversations get resolved without delays or handoff confusion.

Team CoordinationAgents can see what teammates are working on and collaborate effectively.

Reduced ErrorsFewer mistakes from miscommunication between team members.

Collision detection works seamlessly across web and mobile apps. Your team stays coordinated no matter which device they use.

Works across web and mobile

Collision detection features are available on both web and mobile applications. Whether your team is at their desks or on the go, they'll always see who's working on what.

• Real-time sync between web and mobile
• Typing indicators on all devices
• Assignment status visible everywhere
• Push notifications for collision warnings
• Consistent experience across platforms

Stop agent collisions before they happen

Keep your team coordinated and your customers happy. Start using collision detection today.