Clients often assume everyone in the chat is actively monitoring the conversation, which can create frustration when responses are delayed. Limiting visibility to assigned staff by default would create a more responsive and professional client experience.

I do think there is a design flaw in the client chat. If someone is added to the chat and they are not an account that regularly monitors the client chats, these often go missed which leads to bad client relationships. Also, a lot of clients do not know who to add. I propose that only assigned team members are available for the client chat so it is less confusing.