Hey @lisa b13​ 👋

It is possible to use the API to reassign conversations to a different teammate after a period of admin inactivity on the conversation, however, doing so will require writing some custom code on your end.

First off, you'll want to get notified of new inbound messages via our conversation.user.created webhook topic. This will provide you with a conversation ID.

After that, you'll want to create a scheduled task on your end to check for teammate/admin replies relevant to those IDs. To accomplish this you'll want to subscribe to the conversation.admin.replied webhook topic. Now, if no teammate replies are created within X amount of time, you can proceed to reassign them to another teammate using our Conversations API endpoint.

Hope this helps 🙌