Keep customer support ops reply counts accurate in real time

Support agents in the KYC channel miss activity updates, causing wrong daily reply counts and unreliable workload reports. This workflow increments each user's daily reply count on message arrival, letting ops track load and prevent missed escalations.

Overview

Customer support ops often run blind when KYC messages don't update activity logs, risking missed escalations and overloaded shifts. This workflow ensures each agent's daily reply count updates as messages arrive, transforming visibility so ops can manage capacity and reduce missed follow-ups.

Notable Features

Increment each user's daily replies
Find or create user-date record
Write daily counts to operations table