Help business owners catch silent customer support agents

Support supervisors face coverage gaps when agents stop messaging, leaving conversations unassigned and SLA risk. Alerts notify supervisors of silent agents so managers can reassign or escalate to preserve response coverage.

Overview

Silent agents create coverage holes that risk SLA breaches and unhappy customers. This workflow alerts supervisors, opens an incident record, and escalates to backup agents so managers can reassign quickly and prevent missed follow-ups. It removes manual monitoring overhead and provides a clear audit trail for coverage decisions.

Notable Features

Notify supervisors on agent silence
Create incident record for tracking
Escalate to on-call backup agents