Message Types & Sub-Types for Agent Response

Summary:

Hi experts,

We currently have a Groovy script which changes the status of the Help Desk Request to 'Waiting' when an agent sends a response. This is working well, but we're finding that not every message sent by an agent is requesting additional information. Sometimes the messages are simply providing additional info to the contact, or giving them an update which means the waiting status isn't relevant and the agent then needs to manually change the status back.

Has anyone come up with a way to differentiate between different types of agent response so that the Waiting status can only be applied when relevant?