SupportChat

1. Send a Request POST and chat session joins a FIFO queue.
2. Agent Assignment A background service grabs the oldest waiting session and pairs it with an agent who’s active and has room for one more chat.
3. Keep-Alives Once you see an “OK,” your chat window checks in every second via POST /poll. Miss three in a row, and the session closes automatically.
4. Agent Shifts & Capacity Agents work three shifts (8 hours each). When a shift ends, they finish their current chats but won’t take new ones. Each agent can handle up to 10 chats, adjusted by their seniority.
5. Overflow Mode If the queue grows beyond 1.5× the team’s capacity during office hours, junior overflow agents join in to help.