Alert feature request

We would like to propose the development of an alert or reminder feature designed to prevent incoming chats from being unintentionally ignored by agents.

Specifically, the alert should be triggered when:

• A chat has been opened by an agent (read status detected),

• But there is no response sent within a defined time window (e.g., 5–10 minutes), and

• The chat has not been flagged or assigned for further action,

• Another issue I found, agent has replied the chat but didn’t send due to connection issue.

This situation often happens when agents open a conversation with the intention of replying later but forget to follow up. This feature would help ensure that every inquiry is followed up promptly, reinforce agent accountability, and support a more consistent customer experience.