User and agent inactivity
In this article, you will learn how to set up the conversational flow in case of inactivity of both the user and the agent.
Estimated reading time: 06 minutes
The inactivity intent is intended to execute actions or send a message before the conversation is closed.
How to configure user inactivity?
To configure user inactivity, you can do it in two ways:
- Through Configuration>Live Chat, you can define which intent will be executed after a given inactivity time. In this configuration, you can only set up the inactivity per customer service queue, and the same intent (the one you have selected for user timeout) is always executed. In the example below, we select the intent "close conversation".
Following, in the queues panel, you will be able to configure after how many seconds the selected intent will be triggered by clicking on Edit.
- Through Menu>Chatbots, you can select the intent where you want to define the user inactivity time for an action to be executed or a message to be sent. This setting does not depend on any customer service queue; it is just another intent with inactivity time. You can create as many different intents as you want.
How to set up agent inactivity?
As in the case of the user, you can configure the agent inactivity in two ways:
- Through Configuration>Manual Chat, where you will be able to define which intent will be executed after a given inactivity time. In this configuration, you can only configure inactivity per queue, and the same intent is always executed (the one you have selected for agent timeout). In the example below, we select the intent "close conversation".
Then, in the queues panel, you will be able to configure after how many seconds the selected intent will be triggered by clicking Edit.
- Through Menu>Chatbots, where you can select the intent in which you want to define the agent inactivity time for an action to be executed or a message to be sent. This configuration does not depend on any customer service queue; it is just another intent with inactivity time. You can create as many different intents as you want.
Note : Agent inactivity is considered in the following cases:
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From the time the agent receives the chat (i.e., since the chat is assigned to a specific agent).
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Since the user's last response (i.e., the user was the last to talk and is waiting for the agent's response).
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If the agent was the last to talk, the intent is not executed since in that case a response from the user is expected.
The inactivity setting is an important part of the conversational flow design, as it will allow you to optimize response times and better track the interaction between users and agents.
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Written by: Botmaker Team
Updated: 10/18/2021