An internal policy we have is to keep the conversation the customer has to the same agent whenever possible. I’m looking for a way to set the assigned agent as none if the assigned agent is unavailable and the number of agent responses on the ticket is 0.
It appears automations can only reference agent availability for Update Automations, and not Time based automations.
Any ideas on how to achieve this? Just not possible?
We’re currently just telling the team to set themselves as unavailable half an hour before they end a shift but would prefer something more reactive.
