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  Article updated: May 24, 2024

About locked conversations

While you work on a conversation, a lock prevents other agents from replying to it, ensuring that the contact has a consistent support experience. Locking is automatic and temporary, and it is not the same as conversation assignment.

Audience: Inbox 2.0 agents

Here’s how conversation locking works in Inbox 2.0:

  • A conversation becomes locked when an agent selects it in the queue or has it auto-assigned to them.
  • Conversations are only locked in the New or Pending queues.
  • Only one conversation can be locked to an agent at a time.
  • When a conversation is locked to an agent, the Reply box is not available for other agents.
  • To perform any action on a locked conversation, another agent must “take” it.
  • If an agent takes a conversation, it becomes locked to the agent who took it and no longer locked to the previous agent.
    The option to take a conversation that another agent is replying to.

A conversation is unlocked when any of the following occurs:

  • An agent clicks away from a conversation to a different conversation.
  • Another agent takes the conversation.
  • The conversation changes state.

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