Live Collaboration FAQ
Answers about operator limits, reconnects, plans, AI content and typing bubbles in live collaboration
How many operators can collaborate on one chat at once? There's no hard limit. Every operator who has the chat open participates. In practice 2–4 is most common for tricky tickets.
What happens if my internet drops mid-message? Your local state is preserved. When you reconnect, the editor catches up. Your unsent draft is still there, plus anything your teammate added while you were offline.
Can I work on a chat solo? Yes. If no one else has the chat open, the editor behaves like a normal single-user composer. The collaboration UI only shows when a teammate is present.
I'm on Free / Standard. What do I see?
A single-user composer with no shared cursors, live drafts or presence avatars. @mentions and internal notes work the same way: type @, pick a teammate, send. Upgrading to Pro turns on the live multiplayer side with no configuration.
Is this slower than the old single-user editor? No noticeable difference. Collaboration runs over a separate WebSocket from the chat itself, so message-send latency is unchanged.
Does this work for AI-generated content? Yes. If your teammate runs the AI Copilot to draft a reply, the streaming text appears in your editor too as it's generated. You can edit it together before sending.
Why don't I ever see "Contact is typing…"? None of the messaging providers we support (Telegram, WhatsApp Cloud, Instagram, Viber) currently deliver typing webhooks for bot integrations. The bubble lights up when a provider ships typing for bots.
Why don't WhatsApp contacts see "Bot is typing…"? The WhatsApp Cloud API doesn't expose a typing action. Telegram and Instagram do, so contacts there see the native indicator while you or an AI compose. The operator UI is unchanged.
Related
- Live Collaboration - the full guide to presence, cursors and activity.
- Provider Typing Relay - which providers show the contact a typing indicator.