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Omnichannel Chats Not Autoclosing as Expected (24 Hour+)
Introduce a configurable alert feature that triggers an email notification whenever an omnichannel chat session remains in an open state for longer than 24 hours. This alert will provide key information about the affected chat (e.g., chat ID, start time) and will be sent to a user-defined list of email addresses, which can be added to or removed from as needed. This alert system is intended for our users and is not limited to internal Microsoft. This enhancement aims to identify and mitigate issues preventing the automatic closure of chats, reducing agent workload on stale conversations and improving overall omnichannel efficiency.
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