Customers who ask to be contacted now show up in Needs attention
When a customer asks for a call or an email, or leaves a phone number or an email address so that someone gets in touch, the conversation now gets a Contact requested chip. It enters the Needs attention lane on Live overview, counts in the badge, and appears in the daily needs-attention email. The chip ranks right under Escalated.
The chip clears when a member of your team replies in the conversation, or when an operator closes it. A conversation with an open contact request no longer closes for inactivity, so a request that arrives at night is still there in the morning.
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