Automatic Chat Closure
Automatic Chat Closure is a feature that allows you to close inactive chats automatically after a certain period of time. This can help you save time and resources, as well as improve your customer satisfaction.
Set Up Automatic Chat Closure
Go to the Settings>Agent Assist.
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Scroll down to the Automatic Chat Closure option on the page.
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You will see the following options:
If user does not respond to any message after: This option lets you set the time limit for the user’s inactivity. You can choose the number of hours and minutes from the drop-down menus.
For example, if you select 1 hour and 30 minutes, the chat will be closed automatically if the user does not reply to any message for 1 hour and 30 minutes.
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Then send message and close the chat: This option lets you set the message that will be sent to the user before closing the chat. You can type the message in the text box below.
For example, you can write “We are sorry to see you go. Please contact us again if you need any assistance.”
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Add button reply (max 3): This option lets you add up to three buttons that will be sent along with the message. The buttons can be used to redirect the user to another page, such as a feedback form, a FAQ page, or a contact form. You can type the quick reply button text in the 'Add reply' field.
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Add conversation label: This option lets you add one or more labels to the chat that will be closed automatically. The labels can help you categorize and filter the chats later. You can select the labels from the drop-down menu below.
For example, you can select “Inactive” and “Closed” as the labels for the chat.
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All the settings are saved automatically and run as customized.
You can now use the Automatic Chat Closure feature in the shared team inbox. You will see a timer icon on the chat header that shows the remaining time before the chat will be closed automatically.
You can also manually close the chat by clicking on the Close Chat button on the top left of the inbox.
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