#2562-Shared Inbox Agent Tracking & Auto Unread Issue

PrimeX 1 day ago

Hello BS Team,

I want to highlight an additional gap we have identified in the Shared Inbox and check the feasibility of improving it:

1. Agent Chat Visibility: Currently if multiple team have access to the Shared Inbox and one team member opens a chat, there is no way to track which agent has opened it. This creates confusion and makes it difficult to coordinate responses among the team.
2. Automatic Revert to Unread: If a chat is opened by an agent but not responded to within a defined time (seconds or minutes), there is currently no mechanism to auto mark it back as unread. This leads to messages potentially being overlooked and delays in response to users.

Please confirm:

• Whether tracking which agent opens a chat is technically feasible

• Whether implementing an auto “mark back unread” feature after a set time is possible

• Any plan or timeline for considering these improvements

These enhancements would greatly improve workflow efficiency, accountability and response management for teams using Shared Inbox.