Find dialogs left without a reply across all Chat2Desk channels

The agent works with the Chat2Desk API at api.chat2desk.com/v1: it reads customer cards, open dialogs and chat history, the list of connected channels, operators and tags. On that data it counts how many requests arrived in the last 24 hours and through which channels — WhatsApp, Telegram and the rest — how many dialogs are still open and which of them have been waiting for an answer the longest.

The platform is omnichannel, and that changes the analysis: the customer here is a single person, while the correspondence with them may run through several channels at once. The agent finds the customer by phone number and assembles the whole history rather than one chat at a time. «Left without a reply» is decided not by a label but by the last message in the dialog and the time it was sent: a dialog stays open until someone closes it, so a status alone is not enough for a report.

On the write side the agent sends the customer a message, creates a card for a new customer, hands the dialog over to another operator and closes it once the question is settled. It does not pick the channel freely — the reply goes back to wherever the customer wrote from. By default the agent works read-only and just analyses, and before sending it shows the recipient and the text, so no message reaches a customer without your consent.

The account token opens every connected channel to the agent at once rather than a single messenger, so the boundary of a sample is set by the channel and period filter, not by the key. Customers and messages come back in pages, and a week of analysis on a large base is dozens of calls, while the limit is a single one for the whole account: 100,000 calls a month on every plan. So the agent holds the rate and reads a sample sized to the task, and when there is no data for the period it says so directly instead of showing an empty table.