When an agent picks up a live chat, no one else can take it over without the original agent transferring it to a different agent. We need to have live chats accessible by any agent whether they are the one chatting or not. In situations where there is a hardware crash, any chats that the affected agent was handling are now completely inaccessible. This was a feature in the Legacy Chat app but was removed with the Agent Workspace.
I understand that this is a feature available in Messaging, but we are not interested in using Messaging.