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Timeout and close behavior

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Configure the timeout and close behavior of Legacy Webchat and Digital Messaging channels, such as Web Messaging, Apple Business Chat, Facebook Messenger, SMS, Twitter Direct Messages, and WhatsApp. You can set the digital channel's behavior during an idle timeout, when a customer service representative (CSR) disconnects due to a network issue or accidentally closes the browser, and when a CSR resolves an interaction or logs out of the application. For Legacy Webchat, you can configure reminder messages to send to CSRs and customers if their chat conversations become inactive, and configure when to end an inactive conversation automatically.

  1. In the navigation pane of App Studio, click Settings Chat and messaging .

  2. In the list of chat and messaging settings, click Timeout and close behavior.

    The Timeout and close behavior page has tabs for different digital messaging channels and Legacy Webchat.
  3. Click the channel tab for which you want to configure the timeout and behavior settings.

  4. Click Save.

Timeout and close behavior for Web Messaging

Enable the timeout and close behavior settings for Web Messaging by performing the following tasks on the Web Messaging tab.
With a few exceptions, most of the settings described below are the same for all the digital messaging channels.
The following figure displays the timeout and close behavior settings for Web Messaging:
Timeout and close behavior settings for Web Messaging
Timeout and close behavior settings for Web Messaging
  1. Click the Web Messaging tab

  2. In the Idle time out section, in the If CSR is idle for field, enter an amount of time.

  3. In the Idle timeout list, select one of the following units of time:

    • mins
    • hours
    • Days
    The default selection is mins.
  4. In the then field, select one of the following options:

    • requeue interaction
    • requeue interaction with priority
    • end conversation
    All the other digital messaging channels have a fourth setting, called switch to long-running. The default selection is end conversation.
    For example, if the CSR is idle for 10 mins, then the system ends the conversation.
  5. In the If Customer is idle for field, enter an amount of time.

  6. In the Idle timeout list, select one of the following units of time:

    • mins
    • hours
    • Days
    The default selection is mins.
  7. In the then field, the system displays the end conversation option, by default.

    For example, if the customer is idle for 10 mins, then the system ends the conversation. There are no other options, such as requeue interaction or requeue interaction with priority for Web Messaging. However, for all the other digital messaging channels the system displays the following options:
    • requeue interaction
    • requeue interaction with priority
    • end conversation
    • switch to long-running
  8. In the CSR disconnection timeout section, in the Allow field, enter a time in seconds in which to try to reconnect if the CSR disconnects because of connection failure.

  9. In the Behavior at network disconnection list, select one of the following options for how to proceed when the connection fails:

    • requeue interaction
    • requeue interaction with priority
    • end conversation
    The default time to allow to reconnect during a disconnection is 90 seconds. The default selection for the Behavior at network disconnection field for Web Messaging is requeue interaction. For all other digital messaging channels, the default selection is end conversation.
  10. In the CSR resolves interaction or closes application section, in the Behavior at interaction close list, select the desired option from the following list for the system to perform when a CSR closes an interaction or logs out:

    • requeue interaction
    • requeue interaction with priority
    • end conversation
    • All other digital messaging channels have a fourth option, called switch to long-running. The default selection is end conversation.
    • In Facebook Messenger, when the CSR closes an interaction tab or logs out, the default selection for Behavior at interaction close is switch to long-running.

Follow-up messaging for Legacy Webchat

Enable the follow-up messaging settings for Legacy Webchat by performing the following steps:

  1. In the navigation pane of App Studio, click Settings Chat and messaging .

  2. In the list of chat and messaging settings, click Follow up messaging.

  3. To ensure that inactive chat conversations are ended within a specified time, select the Chat follow-up check box, and then configure the following settings:

    1. To define the period of time that the application should wait before sending a reminder message, in the Send follow up message after (seconds) field, enter a number of seconds.

      If you enter 240 seconds, the application keeps track of any activity in the chat for this period of time. If no activity happens during this period, the application considers the chat inactive and sends a reminder message to the CSR and the customer.
    2. In the Customer reminder message and CSR reminder message fields, enter the reminder messages that you want to send.

    3. To define the period of time that the application should wait before automatically ending an inactive chat session and sending a message to the customer and the CSR, in the Send wrap up message after (seconds) field, enter a number of seconds.

      If you enter 300 seconds, the application waits for 5 minutes before it automatically ends the conversation, and then sends a message to the customer and the CSR informing them that the chat session has ended.
    4. In the Customer wrap up message and CSR wrap up message fields, enter the wrap-up message that you want to send.

  4. Click Save.

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