When new conversation messages arrive in Re:amaze, every staff member on the team will receive an email notification (if they have notifications enabled). The first agent who successfully responds to the customer will be automatically assigned to the entire conversation. Other team members will receive the first agent's reply as an indication that the conversation is now assigned. Future messages between the first agent and the customer will send echo email notifications just to the first agent.
If another team member actively participates in an existing and assigned conversation, he/she will then start to receive echo email notifications as a participant. Internal notes will also trigger email notifications.
It's highly recommended that team members use a similar set of email notifications to prevent communication mishaps. That said, Re:amaze will do its best to prevent this from happening.