I would like to suggest adding a new field in the system, of type date and time, to record the last interaction made by the agent.

Reason: With this feature, it would be possible to create automated flows to check if live chat agents have not forgotten to respond to any customers.

Currently, I can see when the last user interaction occurred, but I cannot automatically identify, when a flow is under an agent's control, whether the agent has responded to the user or not.

For post-sales support teams or even for those in the final closing stages, it is essential to ensure that all leads are being properly attended to. The inclusion of this field would facilitate this monitoring, ensuring more efficient support.