Have the ability to set some type of alert where an agent or manager can be alerted that a chat has been sitting idle with no response once it hits the 2 minute mark. Either change that chat to a light red color or set a bell alert to identifies it.
Submitted
Have the ability to create company specific alerts
+3- Intercom Team
Hi
Jennifer here from Intercom. I’ll let our product team know this is a feature you’re eager for!
Please provide any feedback or share any context you may have in regards to your use case here - I will pass this along to the Product team for you! 💡
Hello Jennifer,
At present, we're transitioning between having our team manage 3-5 live chats simultaneously. In line with this, we're interested in implementing an alert that would notify the chat agent once response time reaches the 2-minute mark. This would assist the agent in better managing the guest experience as well as provide a real time visual for leaders.
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