Agent chat dock
CXGear’s product line is “run every conversation.” Voice has the dialler and call floater today. Messaging needs the same idea: a place where an agent can work several chats at once without losing the thread.
That place is the chat dock.
What it will be
Section titled “What it will be”A persistent agent workspace for inbound (and related) messaging:
- A list of open conversations assigned to you
- A composer for the active chat
- Customer and campaign context beside the thread
- Presence controls (available / busy / offline), similar to the dialler desk
- Quick switch between chats without opening a new browser window per customer
Think of it as a messaging counterpart to the dialler floater — but built for many concurrent threads instead of one voice call.
src/assets/screenshots/43-chat-dock.pngWhy it matters
Section titled “Why it matters”WhatsApp and similar channels are not “one call at a time.” Agents routinely handle several customers in parallel. Without a dock:
- Threads get lost in email-style inboxes
- Capacity is guesswork
- Supervisors cannot see who is overloaded
The dock makes capacity-based inbound routing usable: the router only assigns a new chat if the agent has room under their max open conversations.
How agents will work (planned flow)
Section titled “How agents will work (planned flow)”- Agent signs in with Agent or Supervisor role.
- Agent opens the chat dock and sets presence to Available.
- A customer messages a connected channel (for example WhatsApp).
- CXGear opens or continues a conversation under the right project.
- The router assigns it to an available agent with capacity.
- The conversation appears in the agent’s dock.
- Agent replies, switches to another chat, and closes or transfers when done.
This is inbound load balancing, not predictive dialling. Predictive dialling paces outbound voice; chat routing balances inbound messaging load with sticky sessions and skills (see Sticky sessions & skills).
What exists today
Section titled “What exists today”| Ready now | Still roadmap |
|---|---|
| Roles include conversations agent / supervise permissions | Full dock UI |
| WhatsApp channel connect and webhooks | Capacity router in production desk flow |
| Projects and metadata for campaign context | Multi-chat presence UX parity with dialler |
You can prepare by connecting WhatsApp, inviting agents with the right roles, and keeping project metadata clean so conversations attach to the correct campaign when routing goes live.
What success will look like
Section titled “What success will look like”- Agents work only from the dock during a messaging shift.
- New chats land only when the agent is Available and under capacity.
- Switching chats is instant; context (customer, project, recent outcomes) stays visible.
- Supervisors can see open chats and intervene when the product enables supervision views.
Problems we are designing against
Section titled “Problems we are designing against”| Problem | Dock / routing response |
|---|---|
| Agent flooded with chats | Capacity limit per agent |
| Customer repeats themselves to a new agent | Sticky sessions |
| Wrong language or skill | Skills-based routing |
| Agent leaves mid-thread | Presence + reassignment rules |
| Chat arrives with no campaign context | Project and channel binding |
How this fits CXGear
Section titled “How this fits CXGear”| Module | Conversation type |
|---|---|
| Outreach | Automated multi-channel sequences |
| Dialler | Live human voice |
| Conversations (roadmap) | Live human messaging |
| Post Call Analyzer | After-the-fact voice quality |
Same organization, same users and roles — different desks for different moments in the customer journey.