Can we not just have the chats which are being reading the messeges and replying to that in closed and open ?

Currently all customers chats are coming into the box which is making unclear and few customers chats are ignoring. we have to always go on unread messeges.

and also can we have agents tabs seperate , like agents should not see each other messeges , and only when we do reassign. only Admin can look for all messeges.

This will increase the customer satisfaction and reply will be faster , as currently after broastcast..