I have a workflow set up as follows:
If the customer has been unresponsive for 30 seconds → Snooze (4 hours) → Closing message → CSAT → Close.
The issue I’m facing is that when the snooze timer ends, the conversation is assigned to another teammate (e.g. Bryan) before the closing message and subsequent actions are triggered.
For example, Anthony handles the conversation for 10 minutes and then snoozes it. When the snooze ends, it gets assigned to Bryan (because Anthony at assignment limit/ away status). The bot then sends the automated closing message and completes the closing actions. As a result, Bryan’s handling time shows as 0–10 seconds (depend how long it takes for the bot to take the subsequent actions), even though he did not actually handle the conversation. However, he is still included in the report because the conversation was assigned to him. This impacts his handling time metrics, as the average is calculated based on total conversations.
I have tried adding an “Assign to Catherine” action after the snooze ends (Snooze 4 hours → Assign Catherine → Closing message → CSAT → Close), but this does not override the assignment triggered when the snooze ends. In practice, the flow behaves as follows: Snooze 4 hours → Assign Bryan → Assign Catherine → Closing message → CSAT → Close.
Has anyone encountered this issue or found a solution for it?
