Restricting your Live Chat to one agent only

With our Live Chat solution, you can now set the live chat to single agent mode.  This means that once the first live chat agent joins, the chat, that additional agents will not be able to respond to the visitor.  We call this Single Agent mode.  By default, anyone in the Team where the live chat is directed can not only monitor the chats, but also respond to visitor questions.

We've had some customers request to restrict other agents from responding so we've enabled this feature.  Here's how you set it up and what it looks like in your Live Chat interface.

Microsoft Teams Single Live Chat Agent Mode

In our Live Chat for Teams, integration, you can turn on the ability to restrict chats to one agent by heading to your Live Chat settings, selecting the Chat Widget you want to enable the feature on, then scrolling down to the toggle buttons in the General section in the Teams live chat settings.

So first go to the LIve Chat settings in the left side bar in Teams, then Live Chat Settings and choose your chat widget if you have more than one.

Next, scroll to the bottom of the General Settings link and you'll see an option called 'Allow only one agent to join a  chat'.  Toggle this feature on.

Live Chat Dashboard Single Chat Agent Mode

If accessing this feature directly in our web dashboard for our other integrations like Slack, you can head to the My Apps, then Edit Settings on your Live Chat widget.

Once you scroll down in the General tab, you will see the option.

Chat Behavior in Single Agent Mode

Once enabled, your live chat agents can respond to your visitors as they do now.  Once the first agent responds to the chat, any subsequent agents that open the chat, will see it in a read only mode as below and won't be able to respond.

You can turn off this mode at any time to allow multiple agents to respond and also allow escalation of your live chats between agents during a chat session.