Proactive Status Update
A pop-up that nudges the agent to send a status update when a ticket has gone quiet on their side. The customer is waiting; this catches the gap before they have to ask.
When it fires
A ticket has been open for N hours since the customer's last response, and the agent hasn't replied in that window. N is set at the tenant level, not per agent - usually somewhere between 4 and 24 hours.
What the agent sees
A pop-up appears on the agent's screen. It contains:
- A short message - "It's been N hours since the customer replied to TKT-1234. Send a quick update?"
- A pre-filled draft note - generic, "We're working on this and will be back shortly," in the tenant's voice
- Three actions:
- Send - adds the draft as a public note on the ticket
- Open Ticket - jumps to the ticket so the agent can write a specific reply instead of the generic one
- Dismiss - closes the pop-up without sending; the timer resets so the agent isn't nagged immediately
What it reads
The ticket's last-updated time and notes (specifically, who sent the last response). It does not read description, priority, or knowledge - it's a timing nudge, not a reasoning panel.
How it differs from Stale Tickets
| Question | Feature |
|---|---|
| I'm waiting on the customer | Stale Tickets - a list to scan when you choose |
| The customer is waiting on me | Proactive Status Update - a pop-up that surfaces unprompted |
Stale Tickets is a list the agent visits. Proactive Status Update interrupts the agent. Both exist because the worst experience for a customer is silence.
Configuration
Tenant admins set N under GenAI Settings → Agent Assist → Proactive Status Update (Configuration). They can also disable the feature entirely - useful for tenants whose SLAs already cover this case.