Request: Add Time-Based Messaging Triggers similar to Chat
Currently, we have chat-based triggers (e.g. after 3 minutes of no reply), and we are considering switching to Messaging completely.
However, it seems that we cannot do a similar trigger with messaging and can only rely on hour-based Automation. If I have no agents available or they are busy enough that they don't respond in e.g. 3 minutes, I would like to be able to create a trigger to send an additional message to the end-user.
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+1
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+1
This is really waste of our time. We can't wait for customer all day long and we can't even distinguish if end-user is still online or not. although there is green circle on top tab of the ticket but that isn't really real-time.
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