I can't create a new thread to alert another available support agent. When one agent is offline, you can't send out another message to get someone else to help you. You are stuck waiting for them to get back to you.
Hi Iczel, We apologize for the delay in our response. Unfortunately, this is due to a limitation in the third-party app we use for customer communication, which does not allow us to create a new thread to alert another available support agent when one is offline. Please rest assured that we are actively working to increase our staffing to ensure faster response times. We appreciate your understanding and patience as we work to improve our service. Best regards, GemPages Support Team