Automatically close abandoned conversations
In this article, we will cover the auto-close conversation timer feature. The auto-close timer is applied for abandoned chats to increase your team's efficiency.
Businesses can help agents effectively manage their functional connections list by configuring conversations to close automatically after being inactive for a pre-configured amount of time.
Businesses can help agents effectively manage their functional connections list by configuring conversations to close automatically after being inactive for a pre-configured amount of time.
Why opt for Auto-close feature?
• This feature will allow the support teams to organize their customer conversations better, so they can focus on conversations that require their undivided attention.
• You can also set this auto-close feature to close conversations where customers/agents stop responding.
• When a customer has been unresponsive: This trigger automatically handles conversations where the customer has not responded for a selected period.
• You can also set this auto-close feature to close conversations where customers/agents stop responding.
• When a customer has been unresponsive: This trigger automatically handles conversations where the customer has not responded for a selected period.
What is auto-close for messaging conversations?
The auto-close feature provides your agents a seamless experience, not seeing idle chats in their messaging inboxes.
For example, consider an agent's conversation that has been idle for over two hours; it will be automatically closed if the customer doesn't respond within the set time and will be moved to the ended conversations queue.
By configuring the auto-close feature, if customers don’t reply to a Bot initiated conversation within the specified length of time, the conversation will automatically close.
Getting started
To set the auto-close timer:
1. Go to Setup (
) in the top bar.
1. Go to Setup (
2. Select the Instant Messaging channel.
3. Navigate to the Preferences section.
4. Click the Conversation Rules sub-tab.
5. Under the Auto-close Conversations accordion, select the WhatsApp channel for which the timer should be set.
3. Navigate to the Preferences section.
4. Click the Conversation Rules sub-tab.
5. Under the Auto-close Conversations accordion, select the WhatsApp channel for which the timer should be set.
6. Select one of the two options:
• Agent-timer: Auto-close abandoned agent conversations
• Bot-timer: Auto-close abandoned bot conversations
• Agent-timer: Auto-close abandoned agent conversations
• Bot-timer: Auto-close abandoned bot conversations
7. Select how long the bot/agent should wait before auto-closing the conversation.
8. Set the timer.
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