Agents forget to hit send on Whatsapp Answered

BrendanP

Some of our agents forget to hit 'send' when working Whatsapp tickets, which they don't realise until the customer reaches out again saying they haven't received a reply or when the customer has given them a negative CSAT. 

Is there a way to reopen the ticket and leave an internal note on the ticket saying 'reply needed' or something along those lines if this happens? I've been thinking of triggers & targets but not sure how to set it up. 

We DON'T want this to apply on ALL Whatsapp tickets, as an agent should still be able to solve the ticket without a reply (for example when the conversation has ended and no further replies are needed).