Elevating CX in SMS & WhatsApp

February 24, 2026

Order from messaging chaos

If you watch your agents handling messages alongside phone calls, you’ll know the challenge of flicking between conversations, losing context, and trying to keep up with replies from multiple customers at once. It’s the kind of friction that slows everything down and quietly chips away at the customer experience.

The latest CyDesk update introduces a new messaging experience for SMS and WhatsApp purpose-built for agents managing multiple concurrent customer conversations.

Pop Out, Float, and Stay in Control

The new approach is simple and intuitive.

When an agent opens a conversation, it now pops out as a floating window on top of their CyDesk interface. Open multiple messages, and they all pop out too. Each conversation sits in its own window, and agents can position them wherever they like on screen.

This means no more jumping in and out of a single message panel, trying to remember where you were. You can see every active conversation at a glance, watch replies come in in real time, and respond to each one without losing your place in the others.

Stack, Minimise, or Make Them Vanish

Not every moment calls for all windows to be visible. That’s why our new interface gives agents full control over how their workspace looks at any given time.

Minimise your message windows, and they stack neatly together into a tidy, compact group, out of the way, but instantly accessible. The whole stack can be moved wherever suits you. And if you need your screen completely clear for a moment, there’s a hide button that makes everything disappear with a single click. Click it again and everything reappears exactly where you left it.

The dial pad works the same way: pop it out, position it, and minimise it into the stack. It’s a consistent experience across the tools agents use most.

Built for the Way Agents Actually Work

The result is faster handling, clearer context, and better control across simultaneous customer interactions. Whether someone is mid-call, responding to a message queue, or both at once, the floating window system keeps everything manageable without cluttering the screen or demanding constant tab-switching.

This interaction model is now being extended across CyDesk. Similar pop-out and stacking capabilities are planned for callback queues and other interaction types, along with enhancements for operator console and front-of-house scenarios where multiple live interactions need to be managed within a single workspace.

Smarter Workspaces, Better Conversations

The best contact centre technology gets out of the way, letting your team focus on the customer. This update to CyDesk’s messaging interface does exactly that, giving agents the flexibility to work the way that makes sense for them, without the noise.

If you’d like to see the new messaging interface in action, get in touch with the Cytrack team, and we’ll walk you through it.