When teammates are out of office (planned or unexpectedly), how are you handling their conversations that become unsnoozed? We use the Reassign Replies option to handle customer that reply to conversations assigned to an OOO teammate, but we’re struggling to know what to do with conversations that become unsnoozed without having someone monitor the inbox to keep it tidy.
We don’t want to use a workflow for when a customer has become unresponsive, because sometimes we’re waiting on an update from another team (like engineering). If you have solutions for this problem, too, I’m all ears. Should we do a back office ticket if we are waiting on the engineering team?
Thanks in advance for any suggestions!