Re:amaze Presence and Collision Detection

Re:amaze Presence shows you when other agents are viewing or responding to a conversation. Collision detection helps prevent duplicate replies when multiple agents respond to the same customer message.

Dashboard Presence

When another agent views a conversation, their avatar appears beside the conversation preview in your dashboard. If multiple agents view the conversation, you’ll see multiple avatars.

Presence also indicates when an agent starts or stops typing, so you can check whether a teammate is already preparing a response.

Conversation Presence

Inside a conversation, the navigation bar at the top shows which other agents are viewing it. A typing indicator lets you know when another agent is preparing a reply.

Check these indicators before you respond to help avoid overlapping work.

Email Presence

For email conversations, Presence uses agent collision detection to flag overlapping replies. If two or more agents reply to the same customer message, Re:amaze sends a collision notification to the agent who sent the last reply.

If you receive this notification, you can choose to publish your reply or discard it. Collision detection is active for the first 3 minutes of the conversation.

Collision Detection

Two or more agents may respond to the same customer message at nearly the same time. Re:amaze’s agent collision detection helps prevent accidental duplicate replies while allowing you to send an additional response when needed.

If you reply to the same customer message within 5 minutes of another agent’s reply, Re:amaze holds your reply and alerts you to a possible collision when you select Send. You can then delete the redundant reply or publish it anyway.

If you send your reply through email, Re:amaze emails you a possible collision notice. You can then choose to publish or delete your reply.