Who's reading this
The presence bar above the messages and the ✎ marker in the list — who is viewing a conversation, who is replying right now, and how often it refreshes.
Updated 19.10.2026
Table of contents
The classic shared-inbox mistake: two people reply to the same customer and only find out after both hit Send. So Faldro shows, as you work, who on the team has a conversation open and whether someone is writing a reply right now.
What you see
In an open conversation, a bar appears above the first message — only when someone other than you has the conversation open:
| Message | When |
|---|---|
| "Anna is viewing this conversation" | Anna has the conversation open but isn't writing. Neutral bar, eye icon. |
| "Anna is replying right now" | Anna has the reply form expanded or her cursor in it. Highlighted bar, pencil icon. |
| "Anna, Tom are replying right now" | Several people are replying at once. |
If someone is replying, that takes priority — people who are only viewing aren't listed then.
In the conversation list, a row where someone is writing a reply right now carries a ✎ marker (hover: "Anna is replying right now"). That way you can spot the collision before you even open the conversation. The marker refreshes along with the list.
You never see yourself — the bar only shows other people.
How it works
Presence is polling, not a live connection. A tab with an open conversation sends a short "I'm here" (viewing / writing) every 20 seconds and gets the list of everyone else back in the same response. Anyone who hasn't checked in for 45 seconds drops off the bar.
On top of that, your state is sent immediately, without waiting for the next 20 seconds:
- when you expand or collapse the reply form,
- when you come back to the tab with the conversation,
- when you move to another conversation or to the list (the old one is released right away),
- when you close the tab.
A tab hidden in the background doesn't report presence — you're invisible until you come back to it. Someone who started writing and then switched to another window without hiding the tab still shows as "replying": the draft is waiting, and they're the one who should answer.
New mail arrives over the live channel (Server-Sent Events), but presence deliberately doesn't use it — a permanent connection for every open conversation would tie up server resources. That's why a change in the bar can take up to about 20 seconds to show.
Who takes part
Every member of the organisation who can see the conversation — including "View only" members. They can't reply, but knowing that someone is already reading the case helps them and the rest of the team.
When the bar doesn't appear
- The other person has the conversation in a background tab — that's intentional.
- A momentary connection problem — presence never shows errors so it doesn't get in the way of writing; it simply comes back on the next poll.
See also: Assignments and statuses — assigning a conversation is the simplest way to avoid collisions altogether.
Did not find the answer?
Check the help section with typical problems or write to us — we reply on working days.