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I'm looking for a way to notify the agent when the email interaction they actively have open has an additional message appended to the thread.

Here is a real-world example that occurred that I'm looking for a solution for:

1) Customer sends email - it is routed to Queue

2) Email in Queue is delivered to Agent

3) Agent has email open and is reviewing contents and CRM, etc.

4) Customer replies to own email with additional information

5) Genesys successfully threads the email into the existing interaction that Agent has open - new email is appended to the bottom, but not visible on the screen (scroll bar size changed in screen recording.)

6) Unaware that new information was appended in the thread while they had it open, Agent finishes noting in CRM and ends email in Genesys,.

7) Days pass and Customer wonders why the new information they sent was never addressed.

Step 5 in this chain is where it all currently goes sideways.  It is great that Genesys can successfully thread this into the same interaction.  And it's good that it doesn't wait until after it is complete and need to re-deliver to this or another agent.  But the agent needs to be made aware "Hey, there is new information!"  I've reviewed the screen recording, and other than the change in the scroll bar size, there is no visual indication that the thread was added to.  Agent was moving between browser tabs, so even that small change would not have caught their eye.

I envision possibly a Trigger when an email is threaded in, that then calls a Workflow to see if that ConversationID is actively with an agent.  However, when looking through the Process Automation/Notifications, I don't see any specific to email.

Has anyone else here run into this issue and explored a solution?