Regardless of the Channel you are available in to receive requests from, you cannot be assigned chats or other messaging requests while on a phone call. But, if you are speaking to a Customer and you see an active chat Conversation in their Customer Profile, it’s usually because the Customer chatted in at the same time but another Agent received the chat request. Take note that the chat Conversation is assigned to the Agent that received the request.
Q. Why did I receive a chat while on a phone call?
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