Whatsapp reply not reflected under Tickets for offline agent

Whatsapp reply not reflected under Tickets for offline agent

Hi,

We are encountering a situation where WA response from customer is not reflected under tickets (if the agent handling the case previously is not active due to off day/ MC). The ticket will remain in the offline agent's queue until agent is back to work.


Is there a way to automatically reassign the offline agent WA tickets to others, or be in main Tickets q so other agents can pick it up?


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