In Deskpro today, agents can see/ preview what users are typing in chat before they hit send. This gives them an edge in terms of preparing to reply and assist the customer.

the desirability of a ‘read’ status on chat messages—this feature would indeed provide clearer visibility for both the service representative and the end user, helping avoid overly frequent follow‑ups that may feel pushy or spammy. 



Other considerations:

Agent would like to see if chat message has been read

Timeout functionality on chat sessions