Featurecast Story 8 - Auto-close

Featurecast Story 8 - Auto-close

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 8 - Auto-close

Automatically close abandoned conversations



In this feature story, we will cover the auto-close conversation timer feature. Instant messaging offers a quick and easy way for customers to contact your support agents. However, customers may abandon a chat mid-conversation and stop responding, frustrating your agents and distracting them from assisting other customers.

The auto-close timer can be applied to 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 set amount of time.

Why use the auto-close feature? 

  • Helps your support agents focus better: This feature allows support teams to organize their customer conversations more effectively, so they can focus their attention on resolving the most pressing customer issues.
  • Save time by closing unresponsive conversations: You can use this feature to close conversations automatically if the customer has not responded for a selected period.

Simplify IM conversations for your agents

The auto-close feature provides your agents with a more organized digital workspace without idle chats cluttering their inboxes.
 
If a customer doesn't respond to an agent or bot within the set time, the conversation will be automatically closed and will be moved to the ended conversations queue.
 
There's more to come, so please watch this space for more IM feature stories.
 


Until next time,

Kavya Rao

The Zoho Desk team


      • Sticky Posts

      • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

        After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which

      • Register for Zoho Desk Beta Community

        With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

      • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

        Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is

      • Share your Zoho Desk story with us!

        Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

      • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

        Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting