We have accidently caused the conversation panel to popout and want to understand how this is done to educate the agents, so it is only done when they want the experience. Currently it is only occurring without any intentional actions on the part of the agent.
In Customer Service Workspace / Omnichannel, the Conversation Panel can pop out into its own window because of one of these actions — even if the agent didn’t realize they triggered it: 1. Accidental Click on the “Pop Out” Icon
There is a small “pop out” icon in the top-right of the conversation panel.
Agents often click it unintentionally when aiming for “…” or closing a tab. 2. Dragging the Tab Off the Workspace Window If an agent:
Clicks and holds a conversation tab,
Moves the mouse slightly in the wrong direction,
The system interprets the drag as a request to undock the panel.
This is the most common accidental reason. 3. Browser-level Pop-out / Window Management Shortcuts
Certain shortcuts or actions can cause the panel to open in a separate window:
Double-clicking the tab while the workspace is in a certain state
Pressing Shift while clicking a tab
Using middle mouse button accidentally (opens in new window) 4. Multiple Monitors + Chrome/Edge Window Docking
Sometimes the browser interprets a drag as a request to:
“Detach” the tab
Move it to another window
which leads to the panel popping out.
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