Article updated: June 24, 2021
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 conversatins 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.
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.