The response mode defines how agents move between conversations in the queue. Administrators and operators can choose between two navigation options:
Go directly to the next contact in the queue after an interaction: As soon as the agent sends a message or takes an action in the conversation, they are automatically directed to the next pending contact.
Continue the conversation with the current contact: The agent remains in the conversation and can interact further before moving on to the next contact.
This setting impacts the flow of service and the agent experience in the commercial service inbox.
How to configure the response mode
Go to Commercial Service > Settings > General Settings.
Find the Response mode option and click Manage.
Choose one of the available options.
Click Save.
💡 Tip: If your team prioritizes speed and wants to reduce average handling time, the option to automatically move to the next contact may be the best choice. For cases that require more in-depth interaction, keeping the agent in the current conversation may be more efficient.