Three API/product requests — conversation affinity, member presence, and @-mention visibility

Hi — we've been building on top of the Periskope API for customer care and have hit three gaps. Happy to give more detail on any of them.

1. Conversation affinity on ticket assignment (highest priority for us)

When a chat already has an open ticket assigned to an agent and a second ticket is raised on that same chat, the round-robin assigns it to a different agent. The customer is then talking to one person while a colleague holds the newer ticket.

Measured in our workspace on 2 November: 180 tickets, of which 32 (18%) were created on a chat that already had an open ticket. Of the 31 comparable cases, 13 (42%) went to a different agent than the one already handling it. Over 23 Oct–2 Nov the pattern held — 39 of 91.

What would solve it: an option on the assignment rule such as "if the chat has an open ticket, assign to its current owner". Even as an opt-in toggle it would remove the problem entirely.

2. Member presence and online hours via API

There is no endpoint to read whether a workspace member is online, away or offline. The automation builder can exclude users manually marked as offline, so the status clearly exists internally — it just isn't exposed.

Two things this would let us do:

• avoid assigning work to someone who has just marked themselves offline

• report on how many hours each agent is actually online, which our CC lead has asked for

A read-only GET for member status, and ideally a presence history or daily online-hours summary, would cover both.

3. A visible cue when the org number is @-mentioned

When someone tags our support number in a group chat, there is often no flag on the message, so it doesn't stand out and agents can miss it. A distinct colour, badge or notification for messages that @-mention the org's own number would help a lot.

We can see the mention in mentioned_ids via the API, so the data is there — it's the in-app visibility that's missing.

Thanks — (1) is the one with the clearest day-to-day cost for us, so any indication on feasibility there would be very welcome.