Dear Zoho SalesIQ Team,

Greetings,

We would like to request an enhancement to the Idle Chat Handling functionality in Zoho SalesIQ—specifically for chats that are handled by human agents after a bot-to-agent transfer.

Current Behavior:

In Zobot settings, it is possible to configure idle chat reminders for visitors when the bot sends a message and does not receive a reply.

For example:

• First reminder after X minutes

• Second reminder after X minutes

• Automatic chat timeout with closing message

This works well during the bot phase of the conversation.

However, once the chat is transferred to a human agent, these reminder capabilities no longer exist.

For agent-handled chats, the only available option is:

Idle chat handling: Automatically close chats that have been idle for a specified amount of time (with an optional closing message)

There are no automated reminders sent to the visitor before the chat is closed.

Problem:

When an agent sends a message and the visitor does not respond:

• No reminder is sent to the visitor.

• The agent must manually type follow-up messages.

• This leads to poor user experience, inefficiency, and lost conversations.

Feature Request:

Please add idle chat reminders for agent-handled conversations, similar to Zobot idle handling, including:

• Configurable first and second reminder timers.

• Customizable reminder messages.

Use Case & Benefits:

This would:

• Improve response rates from visitors.

• Reduce manual workload for agents.

• Create a more consistent experience between bot and human interactions.

• Prevent unnecessary chat closures due to missed replies.

This feature would significantly improve live chat efficiency and customer experience in SalesIQ.

Thank you for considering this enhancement.

Warm regards,
Ram