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What is Conversation Locking?

Conversation Locking is a means to enable collision control where if a conversation is locked to an agent no other agent can reply to that conversation.

Locking does not mean ownership. For example, if a conversation is locked to an agent it does not mean the conversation is owned by the agent. Conversation Ownership is independent, and mutually exclusive to locking. 

How Locking works for Human Agents:

Locking happens for conversation only when they are in the NEW and PENDING queue. A conversation in the Resolved queue cannot be locked.

  • Currently, for a human agent, only one conversation can be locked to them at a given point in time.
  • When a conversation is locked to one agent, the reply box, and buttons on the reply box are disabled for other agents.
  • Any other agent needs to “Steal” the conversation to be able to perform any actions on that conversation. 
  • If another agent steals a conversation,  the conversation automatically gets locked to the agent who stole the conversation.

How a Lock is Gained?

A conversation gets locked to an agent in one of two ways:

Manual Locking: 

  • If the agent is the first one to view the conversation by clicking on the conversation in the queue (or if the conversation is pushed to the agent by Auto-Assignment).


Through Auto-Assignment: 

  • When an agent pends or resolves a conversation the system automatically pushes the next conversation to the agent. This also locks the conversation to that agent.

How Locking is released?

Locking is released in one of the following ways:

  • When the agent to whom the conversation is locked clicks away from that conversation to a different conversation.
  • When another agent steals the conversation.
  • When the conversation in New/Pending changes state.

How Locking works for Virtual Agents (VA):

  • Conversations are passed on to the Virtual Agents (bot) based on certain triggers. These triggers could be at the start of a conversation Inception VA or when a live agent manually transfers a conversation to a Delegation VA (for example for payments workflow) .
  • When the ownership of a conversation is assigned to a VA then the VA also automatically, and simultaneously gets a lock on the conversation.
  • The VA sustains the lock on the conversation while it remains the owner of the conversation. When ownership drops, the VA’s lock on the conversation also simultaneously drops.
  • A VA can have multiple conversations locked to it at the same time. 

What Conversation Locking looks like?

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