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Hey {name|there}! 👋

When a ticket or conversation starts via the email channel, replies currently send via email immediately without checking if the customer is viewing the message in the Messenger widget.If a customer views and replies to the ticket from the Messenger, subsequent teammate replies should respect the standard 5-minute unviewed delay buffer before dispatching an email notification, preventing duplicate notifications while actively chatting.

Apply unviewed delay buffer to email-originated tickets when replied to via Messenger

Bryan ten Kate