From our side, we plan to build a custom integration to handle sending and receiving messages from our internal system channels, allowing agents to manage them through Zendesk. As this will follow a messaging-based model, We have some questions:
- Is it possible to configure automated responses when a customer initiates a chat?
- Can we also set up automated follow-up messages if the end user does not respond within a defined timeframe (e.g., X minutes or hours)?