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Disconnect In-Queue Message Flow with Queue's "Inactivity handling" in Queue Settings

  • 1.  Disconnect In-Queue Message Flow with Queue's "Inactivity handling" in Queue Settings

    Posted 8 hours ago

    I have designed a survey where the Survey Bot flow is inside the In-Queue Message flow. After conversation chat is transferred by an agent to a unstuffed Queue "Survey Queue" for handling Survey using Bot in the same Conversation session. I setup "Inactivity handling" in this queue for disconnecting the conversation if a customer does not reply or keep the session IDLE with 1 minute as Disconnect Timer selecting channel as Open Messaging [Timer -> 1 Minute and Action ->Disconnect]. But instead of disconnection it played No-Input message during Idle session. Is there any priority on No-Input Timeout over Inactivity Timeout? Or I need to setup it different way? Or the inactivity disconnect does not work with In-Queue flow.

    Note: It was designed before post flow launch.


    #ArchitectandDesign
    #ConversationalAI(Bots,VirtualAgent,etc.)
    #DigitalChannels
    #Implementation
    #System/PlatformAdministration

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    Subhajit Podder
    NA
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  • 2.  RE: Disconnect In-Queue Message Flow with Queue's "Inactivity handling" in Queue Settings

    Posted 5 hours ago

    Hello Subhajit,

    Have you checked the Flow Execution history of that flow to see why it defaulted to that path?



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    Jason Kleitz
    Online Community Manager/Moderator
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