Chat windows can disappear suddenly, when another agent accepts the chat. In any GUI, things suddenly disappearing is not a good thing, because by its nature that creates uncertainty.
It would be beneficial if, instead of disappearing suddenly, for a short while, the chat screen pop remained but would show that it was taken by a colleague.
+12Hello Daniel,
Freshchat powers the chat channel in Freshdesk and it works more of a conversational messaging software unlike the traditional live chat systems. It allows you to look at incoming conversations and see if it is being answered by any other agent. You can learn more about the Freshchat-Freshdesk integration here.
Cheers!
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