When a customer already has an open and ongoing call with one of our analysts via WhatsApp, the platform also allows another teammate to send a proactive message to that same client.

As a result, the platform opens a second call for the same contact. As our team is large, analysts are unable to manually validate that there is already an ongoing service with another responsible person.

When the second call is generated, the first one loses “possession” of the channel. If the analyst of the old call tries to respond to the customer, the messages are simply not delivered, but the analyst does not receive any clear warning of this.

⚠️ This is highly counterproductive. We manage duplicate queues and run the risk of leaving the customer speaking alone or receiving cross approaches from two different people in our company.

👉🏼 Improvement suggestion: When trying to send a proactive message, Cloud Chat should check if there is already an active call (open/in progress) with that WhatsApp number. If so, the system should block the shipment and display an alert: “There is already a call in progress for this customer. [Click here to access the active call]