Isak Tapper

We currently have a rather small support team, with one agent responsible for answering incoming chats. The chat volume is quite low (a maximum of 10 per day), therefore we only have one agent monitoring this.

However, sometimes a chat is missed, leaving the customer stuck in the widget waiting for a reply. What we need is a notification (email is fine) when a chat goes unanswered for one (1) minute so we can address it promptly and reply to the customer. I've tried using triggers and automations but haven't been able to make it work.

Does anyone have an idea how to solve this or has faced a similar issue and found a solution?

I would appreciate the help!