When an agent is handling multiple concurrent contacts (e.g., 3 simultaneous chats), there is no SDK event that fires when the agent switches between contacts in the Agent Workspace UI. This makes it impossible for third-party applications and services to detect which contact is currently active/in-focus.
Current Behavior
Scenario:
Agent has 3 active contacts
Agent clicks on Contact 1, then switches to Contact 3
No SDK event is triggered
What I've tried:
onCreate - Only fires once when app is initially opened, not on subsequent switches
Contact events (onConnected, onCleared, onStartingAcw) - Track contact state, not view/focus changes
listContacts() - Returns all active contacts but doesn't indicate which one is in focus
When an agent is handling multiple concurrent contacts (e.g., 3 simultaneous chats), there is no SDK event that fires when the agent switches between contacts in the Agent Workspace UI. This makes it impossible for third-party applications and services to detect which contact is currently active/in-focus.
Current Behavior
Scenario:
Agent has 3 active contacts
Agent clicks on Contact 1, then switches to Contact 3
No SDK event is triggered
What I've tried:
onCreate - Only fires once when app is initially opened, not on subsequent switches
Contact events (onConnected, onCleared, onStartingAcw) - Track contact state, not view/focus changes
listContacts() - Returns all active contacts but doesn't indicate which one is in focus