When a customer replies to an open conversation with one of our teammates, the conversation just sits at the bottom of the teammate's inbox instead of being moved to the top. In the case pictured below, the customer responded roughly 2-3 mins ago but no time is attached to the reply so it doesn't get sorted by "Waiting Longest" and just sits at the bottom of their inbox.
On busier days, this can become an issue when a teammate loses track to conversations with replies and leaves a customer waiting longer than they need to. Anyway to have this update automatically with a time without having the teammate manually refresh their Intercom from the browser?
Best answer by Aparna
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