Parallel chat start restriction

A significant improvement has been implemented in the wolkvox Agent chat management system. This improvement consists of a restriction that prevents agents from starting a new chat conversation with a customer already being served by another agent. This feature is designed to avoid duplication of efforts and improve the experience for both agents and customers by ensuring that each customer is served by only one agent at a time.

Benefits

• Operational Efficiency: By preventing multiple agents from serving the same customer simultaneously, resource utilization is optimized and operational efficiency is improved.
• Customer Experience: Customers receive more focused and personalized attention, as a single agent handles their query or issue, which can lead to a faster and more satisfactory resolution.
• Conflict Reduction: Minimizes the possibility of conflicting or redundant responses, since only one agent is in charge of customer interaction.
• Clarity in Communication: Facilitates clearer and more direct communication, avoiding the confusion that can arise when multiple agents interact with the same customer.

📌 Note: These features were updated without the need to upgrade to the wolkvox Agent version. The current version of the application is still wolkvox Agent 20250611. The interaction and chat features are independent of the main application and can be updated without the need to upgrade the software version.