When two agents reply to the same customer at the same time, it can cause confusion and duplicated effort. To ensure smooth and efficient communication, Akece includes features that help prevent this situation — known as agent collision.
What Is Agent Collision?
Agent collision occurs when two or more team members attempt to engage with the same customer simultaneously. This may lead to:
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Duplicate or conflicting replies
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A confusing customer experience
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Wasted team effort
To prevent this, agents need visibility into who is managing each conversation and whether someone is already responding in real time.
How Akece Prevents Collision
Akece provides two key features to reduce the risk of collision between agents:
1. Agent Assignment
Each conversation can (and should) be assigned to a specific agent. This clearly indicates who is responsible for the conversation at that moment.
To assign an agent, use the Assign Agent option in the conversation’s side panel.
This practice helps distribute work more evenly and avoids overlapping actions.
2. Typing Indicator
When an agent is typing a response, other users viewing the same conversation will see a real-time notification showing that someone is already typing.
Even if the conversation hasn't been assigned yet, this indicator helps avoid duplicate replies and encourages better team collaboration.
If you need help configuring your team or want tips on best practices for managing conversations, feel free to reach out to us:
📩 [email protected] | 📱 @akece.ai