AI cool-down period after assignment

Business problem

When a conversation is assigned to an agent and then closed to maintain a clear overview, the AI immediately picks up the conversation again as soon as the customer replies. This creates an illogical customer experience where the AI says it will forward the message again, even though there has already been an active interaction with an agent.

Desired outcome

The ability to set a 'cool-down' period of, for example, 2 or 4 hours after a conversation is assigned or closed. Within this timeframe, the AI should remain inactive for that specific customer, so that follow-up questions go directly to the relevant agent without the chatbot's intervention.