Hi!
I'm looking at a following use case for classic web chat: the agent does not type in an answer 'by hand', but instead selects an answer from a 3rd party knowledge base or agent assist tool. The tool calls the Agent API method
/api/v2/conversations/chats/{conversationId}/communications/{communicationId}/messages to send the message to the customer.
So far so good.
However, such conversations are marked in the agent GUI as unread/unanswered:
So the agent has reacted to the message, but in the agent's GUI it looks like the message still needs to be answered.
When the agent is wokring on parallel chats, the agnet loses track of which chats have been answered, and which have not.
Thus the question: is there an API call which would result in the agent's GUI showing no unread messages?
Mayn thanks!