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How to check if a team member replied manually after 24 hours?

  • April 10, 2025
  • 4 replies
  • 65 views
Daliso

Hi everyone! đź‘‹

I'm fairly new to ManyChat and I'm trying to build an escalation system where a contact gets reassigned to another team member if the currently assigned member doesn't respond within 24 hours.

Right now, I’m struggling with how to accurately detect if a team member (human) has replied manually to the contact’s message. I tried using the “Last Interaction in WhatsApp” condition, but I noticed that it also counts automated messages as interaction — which makes it hard to know if a real team member actually replied.

Is there a way to track only human responses (not automated flows), even if the message from the contact was sent more than 24 hours ago? I’d really appreciate any tips, examples, or best practices — even if it's a workaround!

Thanks in advance for any help 🙏

Best answer by rogerioaraujo

Hello ​@Daliso ,

At the moment, there is no trigger available to capture the last interaction made by an agent. However, this functionality has already been suggested as a feature request. You can vote for the idea so that Manychat knows it’s an important feature:
 

As an alternative, you could set up a process with your team where, whenever an agent takes over a conversation, they manually perform an action, such as adding a TAG.

Then, you can create a flow triggered by date/time, set to activate 24 hours after the user’s last interaction. This flow would check for the presence of that specific TAG. If the TAG is found, it means an agent responded. If not, no one has replied.

Let me know if this helps!

    4 replies

    rogerioaraujo
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    • rogerioaraujo
    • Flow Scholar
    • Answer
    • April 10, 2025

    Hello ​@Daliso ,

    At the moment, there is no trigger available to capture the last interaction made by an agent. However, this functionality has already been suggested as a feature request. You can vote for the idea so that Manychat knows it’s an important feature:
     

    As an alternative, you could set up a process with your team where, whenever an agent takes over a conversation, they manually perform an action, such as adding a TAG.

    Then, you can create a flow triggered by date/time, set to activate 24 hours after the user’s last interaction. This flow would check for the presence of that specific TAG. If the TAG is found, it means an agent responded. If not, no one has replied.

    Let me know if this helps!

    Daliso
    Daliso
    • Daliso
    • Author
    • Up-and-Comer
    • April 10, 2025

    Hi ​@rogerioaraujo , thanks so much for the detailed explanation — that really helps! 🙌

    I’ll definitely explore using a manual tag like Agent_Responded and set up a delayed flow to check if it’s there after 24 hours. That seems like a solid way to handle escalation.

    Quick question though — is there a way to make tagging easier for agents, like with a button or automation shortcut inside Live Chat? Just trying to reduce manual steps so it’s more consistent.

    Also, I’ll go ahead and vote for the feature request — thanks for sharing the link!

    Appreciate your help 🙏

     

    rogerioaraujo
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    • rogerioaraujo
    • Flow Scholar
    • April 10, 2025

    If you prefer, you can create a flow that marks the conversation to indicate the contact is being handled — either by adding a TAG or updating a custom true/false field.

    It’s not possible to set up keyboard shortcuts at the moment, but in Live Chat, the agent can click the “Automation” button and select the automation you created.

     

     

    Daliso
    • Daliso
    • Author
    • Up-and-Comer
    • April 10, 2025

    I see. Thank you so much for your assistance.

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