Presence indicators
Presence indicators show you who else is active in a thread, in real time. When multiple teammates have the same thread open, you can see who is viewing and who is typing without asking. Presence indicators are on by default, no setup is required.
What you see
Active viewers — when another teammate opens the same thread, their avatar appears in the thread header. If three or more people are active, the header shows avatars for the first few and a count for the rest (e.g. +2).
Typing indicators — when a teammate starts typing a reply or a note, their avatar appears in the dock alongside an animated ellipsis. This updates live: if they stop typing or send the message, the indicator disappears.
Tab-aware presence — presence reflects whether someone is actually looking at the thread, not just whether they have a tab open. When a teammate switches away from the thread, they drop out of the view. When they return, they reappear.
Why it matters
In fast-moving queues, multiple people can end up opening the same thread at the same time. Without any signal, two agents might write separate replies or interrupt each other's investigation.
Presence indicators give your team the context to coordinate without needing to ask "are you on this?" in a side channel.