Overview

Bugalou shows in real time which team members currently have a conversation open. This helps you avoid two agents handling the same conversation at the same time — also known as "collision detection" or "co-viewing".

The Eye Icon in the Conversation List

In the conversation list, a small eye icon (👁) appears next to the timestamp whenever a colleague currently has that conversation open. The icon disappears automatically as soon as the colleague closes the conversation or navigates away.

The "Viewing" Indicator Inside a Conversation

When you open a conversation that a colleague also has open, an indicator appears in the top-right corner of the conversation showing their initials and name — for example: GI Gian Boender is viewing.

• If multiple colleagues are viewing, their initials are shown side by side (up to 3).
• The indicator disappears automatically once the colleague leaves the conversation.

How Does It Work?

Bugalou uses a real-time connection (via Pusher) to track which conversation each team member currently has open. As soon as you open a conversation, this is automatically shared with your teammates. No setup is required.

Privacy

The "viewing" information is only visible to other team members within your organisation. Customers never see it.

Frequently Asked Questions

Can I turn off the co-viewing indicator?

No, the indicator is always active. This is a deliberate choice to make team collaboration transparent and to prevent duplicate work.

What if my browser crashes or I close my laptop?

In most cases the indicator disappears within a few seconds. In rare cases (e.g. a sudden power outage) the icon may remain visible slightly longer.