Hi,
We use side conversations to reach out to our third parties and the associates currently followup on them manually.
Is there a way to trigger an email notification in an existing side conversation? For Eg: If the case is on pending since 1 hour and has an active side conversation, an email notification is added to that side conversation.
Unfortunately, this is not an available feature at the moment.
I've taken a look and found that other users are discussing similar needs here:
https://support.zendesk.com/hc/en-us/community/posts/4409222723866-Notify-Side-conversation-recipient-through-Automations
You can up-vote that original post and add your detailed use case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
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