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

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