Chat user have to wait before sending their first message

Users must wait for an agent to open their conversation before they can send their first message. This can be considered a waste of time. Is there a way to allow users to write their messages when they open the chat box?

No there’s no such option.
This would act against the way Zammads chat works.

You only get to talk to someone if they accept the session - if they don’t you’ll be disconnected after some time without creating a ticket etc.

The documentation page is quite detailed on the topic and may help you to understand the scope and functionality better:
https://admin-docs.zammad.org/en/latest/channels/chat.html

If you believe that’s still not the right way you can always create a feature request on this board.

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