BlackCircles (smooch-cus_JCyCBILAGx0jMj)

Hi all

I am trying to establish how messaging works in terms of routing in the below scenario.

Customer comes through to an agent who then responds, after a few minutes of no response there is no customer reply (for Whatsapp for example they may be out doing things), therefore would the agent mark the ticket as pending awaiting reply? When the customer replies does it only notify the assigned agent who can then pick up the reply? If they are offline what would happen?

We see messaging as a near real time channel but giving customers the flexibility to respond when they can, therefore it wouldn't be feasible for an agent to keep potentially 10 tabs open waiting on replies.

Thanks!