We sometimes notice that we are quite busy discussing issues among ourselves, but we sometimes forget to keep the customer updated on the status.
I would like to send the agent a reminder to inform the customer when there has been no customer communication 48h after an internal comment has been added.
I thought this could be solved by using an SLA and to check on the breaching of that SLA, but unfortunately, it doesn't seem to be possible to start the SLA on an internal comment.
Do you know of a way this can be achieved? How do you tackle this issue?
Thanks in advance and kind regards,
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