There comes a point in the bot journey where we assign a particular person in the bot by acknowledging the customer that an executive will connect with you shortly and the chat is assigned as the last reply is gone by the system this chat is not visible in the awaiting replies filter and the agent has no clue if this chat is urgent or not. also for enterprise customers the SLA feature does not start which is a problem. I have attached an image where the chat has to be seen by the user is filtered through unread and not on awaiting reply