Default Replies for Offline Agents

REQUEST_SUMMARY_V2 Problem - Current System: Currently, there is no automated response mechanism in place for when agents are offline, potentially leaving customers without immediate assistance. Suggested Feature: Implement a feature that allows for default replies to be sent automatically when agents are offline. These could be pre-configured messages that inform the customer that the agent is currently unavailable and will get back to them as soon as possible. This feature aims to improve customer experience by providing immediate acknowledgment, even when agents are not available. Submitted by Kedia Organics Expected behavior - Support this behavior in shared inbox without manual workaround - Maintain clear ownership and state transitions for conversations - Keep agent actions auditable in activity logs Business impact - Reduces manual operational effort for teams - Improves consistency and customer experience - Helps teams move faster with fewer support escalations Legacy category: New Feature