We have a dedicated team that is handling conversations escalated to them by T1 agent. This means these conversations have already received the first response. I'd love to be able to set up a rule like this -> If a conversation is assigned to X inbox then Apply SLA. Ideally, I would like to skip the " When" when setting up this rule but not sure it's possible. The reason why is that those conversations are not considered " new conversations''. Do you have any recommendations on how I can achieve this? Thank you
Best answer by Oseas
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