We have recently started using the Agent Workspace and have noticed that when chats are inactive, their icon shifts to yellow instead of green. Is there a way that we can set up a notification (such as automated internal message) when a chat goes inactive?
There's two aims for this. Firstly, for our agents to get notified in case they were checking something on another page and forgot to reply (e.g. received an urgent phone call while on chat). It would also help our agents get reminded to close the ticket, as sometimes we might leave chat open for the end-user for more than 30 minutes since the chat was actually resolved, which is then affecting our explore reports to be misleading.
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