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Signal that another operator has the conversation open or is drafting a reply

Operators see, in real time, when a colleague has the same conversation open or is composing a reply — a staff-only signal, never shown to the customer.

When this happens: A you open the conversation, starts typing in the composer, or leaves/closes it.

Step by step

  1. 1

    Operator A opens the conversation, joining its live-update group.

    Broadcasts a viewing presence signal to the rest of the group.

  2. 2

    Operator B, already viewing the same conversation, sees Operator A is viewing this conversation above the composer.

  3. 3

    Operator A starts typing a reply; after a short pause in typing, the client reports the drafting state.

    Broadcasts a drafting presence signal to the group; Operator B's indicator updates to Operator A is drafting a reply.

  4. 4

    Operator A stops typing, or sends the reply; the client reports the drafting state has ended, and the indicator reverts to viewing.

Other paths

Operator closes the conversation

Operator A navigates away or closes the tab. System leaves the group and broadcasts stopped viewing; Operator B's indicator clears.

Supervisor takes over

Takes over an AI- or operator-held conversation (FR-24). The previous holders presence drops and the Supervisors presence appears, with no special-cased message.

If something goes wrong

Brief disconnect

Operator A's connection drops briefly and reconnects. System does not flap the indicator during a short grace period; if the disconnect outlasts it, the presence is cleared and re-established on reconnect.

Good to know

  • Presence and typing state is transient — never persisted, never sent to a customer-facing channel adapter.
  • Presence is visible only to holders of EasyCrm.Conversations who have the same conversation open.
  • Drafting covers typing and Copilot generate/regenerate/rephrase actions on the draft.