-When a user opens a customer profile, that profile becomes active under their name.

-If another user opens the same profile, all outbound actions (call, text, email) appear -disabled/un-clickable for them. They can see who is currently working the profile.

-The second user can still leave notes or "@ mention" the active user with questions.

-Managers can override and remove a user from a profile—unless that user is in the middle of an active call, text, or email.