Hi,
I saw a couple of old posts about this but as the product is evolving constantly, maybe there is a solution for this situation.
I am using an inbound email flow to place email in agent queue with a specific priority. When the email reached a certain time in queue, I would like to increase its priority.
Is there such a feature natively?
Is there any way to control the email in queue, just like in-queue call flow for phonecalls?
If not, which are the alternatives?
In worst case scenario, could I develop a tool that checks periodically the queue and "manually" change the priorities?
I can see that the API provides an endpoint to update the priority and skills from a conversation in queue, but is there any endpoint that gives me the list of emails in queue and its details (current priority, datetime of the enqueue, or even email subject)?
Sorry, it's a lot of questions but I think it makes clear the scenario and what I need to achieve.
Thanks in advance
Regards,
Carlos Correia