Unless you provide 24/7 support, agents' workday most often begins with providing responses to cases received outside of business hours, i.e. those in which customers have been waiting for an answer for some time. For example, to prevent agents from being distracted by chats for the first half hour and focus on previously received cases, create rules that will send an auto-response about a possible delay in answering and automatically end new and reactivated chats, so that they do not hang active until agents are finished with cases received outside of business hours.
a. The rule for new cases to automatically reply to new chats
b. The rule for updated cases to automatically reply to reactivated chats
