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Customer not responding SOP

CNR Process
We will follow this SOP whenever Cx is not responding on Chat and Call

ConditionIf Cx not responding on Chat
ActionAgent will call the CX twice
ConditionIf Cx has not responded the calls
ActionAgent will send the below message on chat panel
Response 1"Dear customer, We tried to reach out to you on the phone to give you an update on your ongoing escalation. Please let us know your convenient time to connect."
ConditionCx has not responded on Chat in 2 min.Cx responded on Chat.
ActionDraft the below message on chat panel and park the ticket for 30 minsCall Cx according to customer's availability and resolve the issue as per SOP
Response 2"Due to your inactivity on chat, we will attempt to reconnect with you after 30 minutes""As per SOP"
ConditionCx has not responded on Chat in 30 min.Cx responded on Chat
ActionCall Customer twice again :
A. Cx picked the call -> Follow the issue resolution SOP
B. Cx didn't pick the call -> Draft below mention message on chat panel and park ticket for 2 hour.		Call Cx according to customer's availability and resolve the issue as per SOP
Response 3"Dear customer, We tried to reach out to you on the phone to give you an update on your ongoing escalation. Please be rest assured, our team will call you again after 2 hours. For earlier assistance, please reply to this chat, and we are here to assist you.""As per SOP"
ConditionCx has not responded on Chat in 2 min.Cx responded on Chat
ActionCall Customer twice again :
A. Cx picked the call -> Follow the issue resolution SOP
B. Cx didn't pick the call -> Draft below mention message on chat panel and park ticket for 24 hours.		Call Cx according to customer's availability and resolve the issue as per SOP
Response 4"Dear customer, We tried to reach out to you on the phone to give you an update on your ongoing escalation, but was unable to do so. Please be rest assured, our team will call you again within 24  For earlier assistance, please reply to this chat, and we are here to assist you.""As per SOP"
ConditionCx has not responded on ChatCx responded on Chat
ActionCall Customer twice again :
A. Cx picked the call -> Follow the issue resolution SOP
B. Cx didn't pick the call -> Share the case with Team Lead and call from personal number		Call Cx according to customer's availability and resolve the issue as per SOP