CTOs maintain accurate support contact records with conversation windows

Support agents accept or finish chats that leave contact records outdated, causing missed follow-ups. Records reflect conversation windows and channel IDs so agents can follow up reliably.

Overview

Support agents lose momentum and risk escalations when conversation windows aren't tracked. This workflow keeps contact records updated with timestamps and channel IDs so agents always see active conversations, enabling faster handoffs and zero missed follow-ups.

Notable Features

Update contact records on chat events
Record conversation timestamps and channel IDs
Notify agents of active chat windows