Checking existing chats when creating a new chat
Previously, an agent could always create a new chat with a customer (in channels where this is supported), even if there was already an active chat with that customer.
This could result in multiple chats with the same customer, leading to issues:
- conversation history could be split across chats;
- if an agent replied in an older chat, the message would be delivered to the customer, while the customer’s reply would appear in the most recently created chat.
Now, when creating a new chat, Usedesk first checks whether a chat with this customer already exists in the same channel.
This feature is available only in the new design — the new version can be enabled upon request via support@usedesk.com
Read more about the new chat design and how it differs from the old one in this article.
If such a chat already exists, a new one will not be created — when you click Create, the system will open the existing chat instead.
This way, the conversation history stays in one place, and customer replies won’t be lost — agents will always see the same messages in the chat as the customer.