need a way to schedule a specific action (like posting an Internal Note and reopening a chat) to happen automatically after a delay, but only if certain conditions are still met.
Key Requirements:
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Scheduled Internal Notes: A Workflow step that allows us to write a pre-defined Internal Note that will be posted to the conversation at a specific time (e.g., "Next business day at 9:00 AM").
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Auto-Reopen: The ability for this scheduled action to automatically move a "Snoozed" conversation back to "Open" status so it appears in the agent's inbox.
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Conditional Execution: The system must check conversation attributes right before the action triggers. If a specific attribute (e.g.,
Follow-up is true) is set, the scheduled note should be cancelled and not post.