- Shipped
- August 11, 2026 at 12:28 AM UTC
- Author
- kamo
- Commit
- 3c2fb9e
A silent thread does not distinguish "nobody has looked at this" from "my agent stepped away", and the person waiting cannot tell which. The notice under the conversation says which, and when the answer is "not now" it says what happens next — the message is received and will be answered when they are back — rather than leaving someone to wonder whether it landed at all. Placed under the chat rather than in the header because it answers "is anyone there?", which is the question being asked while typing, not while scanning the ticket's metadata. Server-answered, not read from the requestor's presence map: presence is broadcast per organization, so a customer-org member being helped by the provider org would see their agent as permanently offline. A confidently wrong "they're away" is worse than no notice. For the same reason a failed poll keeps the last known answer instead of flipping the notice. Polled at 30s and only while the tab is visible. Availability is a comfort signal, not a correctness one, and a backgrounded tab is nobody watching.