New chat messages are treated the same as another channel in Zendesk. Messages are available as open tickets and can be assigned In accordance with your routing policies, triggers, and other attributes. With routing, you'll be able to set chat limitations for sure agents and increase abilities f

Agent: Modifying status isn't going to bring about an active chat to transfer or near - It is really still assigned to exactly the same agent. So within your instance, that agent would wish to vary his position when he receives fast paced - not when he currently gets the chat he cannot look afte