Lock a conversation in Sparkcentral

Conversation locking prevents more than one agent from replying to a conversation. Locking does not mean ownership; conversations that are locked to an agent are not owned by the agent.

Here's how conversations locking works:

  • Locking happens only when conversations are in the New or Pending queues. A conversation in the Resolved queue cannot be locked.
  • Only one conversation can be locked to a human agent at a time.
  • When a conversation is locked to an agent, the reply box and its buttons are disabled for other agents.
  • To perform any action on a locked conversation, another agent must "steal" it.
  • If another agent steals a conversation, the conversation is automatically locked to the agent who stole the conversation.

Locking methods

A conversation can be locked to an agent in one of two ways:

  • Manual locking: A conversation is locked by the first agent to view the conversation by selecting it in the queue, or having it auto-assigned to them.
  • Auto-assignment: A conversation is locked to an agent when the agent pends or resolves a conversation and the system automatically pushes the next conversation to the agent.

Lock release methods

Locking is released in one of the following ways:

  • When the agent to whom the conversation is locked clicks away from that conversation to a different conversation.
  • When another agent steals the conversation.
  • When the conversation in New or Pending changes state.

Virtual agent locking

Conversations are passed to virtual agents based on certain triggers. These triggers could be at the start of a conversation with an Inception virtual agent or when a human agent manually transfers a conversation to a Delegation virtual agent.

A virtual agent retains a lock on a conversation until ownership of the conversation changes. A virtual agent can have multiple conversations locked at the same time.