Hi!

We found the need for a trigger on overflow rules based on the conversation wait time critical!

None of the current overflow rules apply to the support use cases.

With this ability we could be transfering the conversation to a queue where a bot can ask the user, do you want to wait or get a direct call or many other options.

With the current setup, overflow only supports triggers which are not customer centric 100%.

Average queue wait time is an average which is really not representative of the customer experience at that moment.

Thanks!