02-26-202009:06 AM - last edited on 11-18-202104:35 PM by John_Burton
Yes, Sinch Contact Pro can be configured to allow multiple simultaneous chats per agent, which means agents can very easily move between chat conversations by clicking the respective conversation in the 'My Conversations' list. Managing multiple simultaneous chats can be difficult so we recommend allocating just two or three simultaneous chat sessions per agent.
The Communication Panel (agent UI) places each conversation (web chat, messaging app chat, SMS chat, email, phone call, etc.) in a separate item in the 'My Conversations' list.