Key takeaways
Your customers and team can now see when an agent is viewing a conversation and actively typing a response. No more wondering if anyone's there.
Ask an AI about this article
Ever sent a message and wondered if anyone's actually looking at it? Your customers have that same feeling. That's why we built real-time agent presence indicators — now visible directly in your inbox.
What's New
When an agent opens a conversation, everyone can see "Agent [Name] is viewing" in real-time. When they start typing, it updates to "Agent [Name] is typing..." — just like you'd expect in any modern messaging app. Simple, but powerful.
Why It Matters
For customers: Reduced anxiety. They know someone's on it. For teams: No more duplicate work or stepping on each other's toes. You can see exactly who's handling what, in real-time. It's the little things that make support feel human.
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