Introducing the "Hide Conversation History" Feature for Fairer Chat Assignments

We’re excited to announce a powerful new feature designed to promote fairness and integrity in your live chat operations: the "Hide Conversation History" setting in Handover. This enhancement prevents agents from viewing chat history before assignment, ensuring a level playing field for all.

In this latest update, we've added a crucial enhancement to our live chat system with the introduction of the "Hide Conversation History" setting in Handover. This feature allows admins and supervisors to decide whether to hide conversation history before a chat is assigned to an agent. By doing so, it prevents agents from pre-reading chat histories and cherry-picking easier cases, thus promoting fairness and equal opportunity among all agents.

You can easily locate this setting under Settings > Handover > Hide Conversation History. Once enabled, agents will no longer have access to the conversation history of queued chats until they are officially assigned to handle them. If no specific departments are defined, this setting will automatically apply across all departments, ensuring consistent application of the rule.

This enhancement underscores our commitment to fostering an equitable work environment and improving the overall efficiency of your customer service operations. We’re confident that this update will lead to more balanced workloads and a fairer distribution of tasks among your agents.