Deferred from Stage 05a on 2026-08-30. See docs/plans/2026-08-11-support-platform/stage-05-decisions.md decision 6.
Stage 05a handles agent collision with the claim field plus Stage 02's realtime list updates only. Accepted risk: two agents can open the same unclaimed conversation within seconds and both reply to the customer. Tolerable at 1-3 agents, not above ~5.
Build when the team grows past ~5 agents, or if a collision actually happens.
- "Bob is viewing this conversation" in the thread header (Chatwoot/Intercom model)
- Optionally "Alice is writing a reply" on the composer (Front model)
- Redis presence keys + heartbeat on the existing
conversation:<id> channel; design.md already commits to Redis presence for Stage 11, so this is work being bought anyway
Deferred from Stage 05a on 2026-08-30. See
docs/plans/2026-08-11-support-platform/stage-05-decisions.mddecision 6.Stage 05a handles agent collision with the claim field plus Stage 02's realtime list updates only. Accepted risk: two agents can open the same unclaimed conversation within seconds and both reply to the customer. Tolerable at 1-3 agents, not above ~5.
Build when the team grows past ~5 agents, or if a collision actually happens.
conversation:<id>channel;design.mdalready commits to Redis presence for Stage 11, so this is work being bought anyway