Hello Comm100 Team,

We would like to request a UI enhancement for the agent console regarding customer activity visibility.

The Problem: > When agents are handling multiple concurrent chats, it is difficult to know which customers are actively engaged and which ones have stepped away or gone idle. Agents often waste mental bandwidth checking on chats where the customer hasn't responded in several minutes.

The Solution:

We suggest implementing a visual "Idle" state in the active chat list (left panel). If a customer does not send a message or show any activity for a specific period (e.g., 3 minutes), their chat row should visually fade or turn grey.

Note: This is a highly appreciated feature in other platforms like Zendesk, where idle chats automatically grey out.

The Impact:

This simple visual cue would immediately let agents know that a customer is inactive. It allows agents to instantly shift their focus to active, "hot" conversations without guessing, significantly reducing cognitive load and improving overall handling efficiency.

Thank you for considering this quality-of-life improvement for the agent workspace!