Add SLA rule option for last unreplied message
Problem
SLA rules only measure time since the oldest unreplied message, which does not fit workflows where the last customer message is more relevant than the first.
Request
Add an option for SLA rules to trigger based on the last unreplied message instead of the oldest.
Yes please! Currently on this is supported: "Oldest message is unreplied after*: Set the amount of time that the message (inbound or outbound) is unreplied, options being hours or minutes."
But what makes more sense, tbh, is that the latest message remains unreplied to.
What we want to detect is that a customer has been left hanging since their last message