Re:amaze Presence and Collision Detection

Presence

Presence is a Re:amaze feature to help you stay in sync with what your teammates are working on. Here's how Presence works.

Dashboard Presence

Other agents browsing a conversation will have their avatar appended to the conversation preview. In situations where multiple agents are viewing the conversation, Presence will display multiple avatars. Presence will also indicate whenever an agent starts or stops typing. This added convenience will give you agents the ability to immediately know whether or not something is being worked on.

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Conversation Presence

The conversation view supports Presence through a top-positioned navigation bar which shows other agents who are viewing the conversation. A typing indicator also notifies you when someone else is responding in parallel.

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Email Presence

Presence exists in email based conversations in the form of agent collision detection. When two or more agents send a reply to the same message, Presence will fire off a collision notification to the agent who sent the last message. An option will be presented to the agent to either publish the message or ignore and scrap his/her reply. Collision detection is active for the first 3 minutes of the conversation.

Collision Detection

It happens. Excited and proactive customer support agents will sometimes "fight" to support customers. It's entirely possible for two or more staff members to reply to the same customer message simultaneously. This can happen if two agents are in different locations. If unintentional, this can be a bit awkward. If intentional, there must be a consistent method for two different agents to reply.

Luckily, you can take advantage of Re:amaze's Agent Collision Detection system. If you reply to the same customer message in a 5-minute window as another agent (or vice versa), Re:amaze will hold the reply and alert you of a possible collision through the web UI as soon as you click send. This will give you the option to either delete the redundant reply or post it anyway. If you sent the reply through email, Re:amaze will email you the possible collision notice. You can then choose to publish or delete your reply.

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