Ships It Friday
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One chat room
Toby shipped a help chat that put every customer in the same room. Nine thousand strangers ended up talking to each other, and one of them started answering support.
The mistake
The help chat creates a single global conversation instead of one conversation per customer. Every visitor who clicks Help is joined to the same room ID, so there is no per-user session scoping and every message is broadcast to every other participant. Nine thousand customers end up reading and replying to each other's support requests in one shared thread.
- customer-support
- live-chat
- ai-tooling
- ecommerce
- release