What is happening?

When an operator tries to send a message to a contact that is already assigned to another agent, Poli blocks the message from being sent and displays the following warning:

“Contact is being attended! Check if the selected channel is connected.”

This behavior is intentional and is part of the platform’s service rules.

Why does this warning appear?

Poli works with the concept of exclusive service per operator, which means:

• A contact can only have one active agent at a time

This helps prevent:

• Duplicate messages
• Conflicting responses
• Confusion for the end customer
• Loss of context during the conversation

When another operator tries to send a message to the same contact, the system detects that:

• The contact already has a responsible agent assigned
• And, for security reasons, blocks the message from being sent

That is why the warning is displayed.

What should the operator do in this case?

Before attempting to send messages, the operator should:

• Check whether the contact is assigned to another agent

If it is necessary to take over the conversation:

• Request the chat transfer
• Or wait for the current conversation to be closed

Once the contact becomes available, messages will be sent normally.