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CRM AND SALES
Collision detection
Collision detection is a shared-inbox feature that shows, in real time, when another teammate has the same conversation open or is typing a reply, so two people do not answer the same customer at once. It appears as an avatar or a typing indicator on the conversation and usually pairs with assignment to settle ownership.
shared inboxconversation assignmenthuman takeover
Why it matters
Double replies confuse customers and embarrass teams, and they are common the moment more than two people share an inbox. Collision indicators are cheap insurance, and with assignment they let a large team work one number calmly.
In VGraple CRM
Presence and typing indicators appear on the conversation list and the header; the AI takeover pause uses the same signal so the bot stays quiet while a person is active. Real-time sync keeps the indicators live on the web and the Android app.