Preventing two agents from replying to the same conversation simultaneously.
Collision detection is a feature that alerts agents when another team member is viewing or typing in the same conversation. It prevents duplicate or conflicting responses to the same customer.
Collision detection typically shows real-time indicators like 'Agent X is typing' or 'Agent Y is viewing this conversation.' Advanced implementations auto-lock conversations when an agent starts composing a reply and release the lock after a timeout.
Lodgestory's unified inbox includes real-time collision detection with visual indicators and optional conversation locking.
Connect a channel and see it run on your own conversations today.