Redistribution of unanswered chats if the assignee is unavailable

If an agent with several active chats becomes unavailable, for example, due to going offline or setting a status without access to chat processing, two situations are possible, depending on if there are replies from the agent in the chat:

- if an agent replied in a chat, the chat will remain fixated for him/her even though the agent will be unavailable. This is done on purpose so that the agent does not lose chats if he/she is unavailable due to short-term internet problems;

- if an agent has not yet replied to a chat, the chat will go to the "Incoming" tab so that other agents can pick it up.

To ensure that in the latter case the chats are not just moved to the "Incoming" tab, but are immediately distributed among available agents, create a rule for updated cases with a corresponding condition.