Manvendra_Singh | 2021-09-29 08:56:14 UTC | #1
hi team,
We are working on a feature with Inbound messaging, where our customers' incoming messages will get answered by our users. Once a user is done with assisting a customer, he will gracefully terminate the chat so that the customer stays well informed of the next steps. Now here, we want to handle the scenarios where the user has abandoned the customer chat in between, which could be because of various reasons - internet outage, tab closed by mistake, etc. So the problem here is that the customer is not aware what has happened and their chat is stuck with that user and stays in the "interacting" status. There is no way customer can terminate this. We want to handle this in such a way that after the chat gets abandoned, we wait for sometime, say 2 minutes, and then automatically terminate the chat with a graceful message. This way the customer is not dependent of the agent to terminate the chat. Please let us know how to achieve this in Inbound Message flow.
Thanks in Advance!
Manvendra_Singh | 2021-10-01 05:38:36 UTC | #2
Hey, could someone please have a look into this? This will improve our rider experience.
Regards
Angelo_Cicchitto | 2021-10-01 16:53:35 UTC | #3
Hi there 👋 I don't think it's fully doable: in general, given the async nature of all Messaging channels, you may be able to momentarily disconnect the end-user, but as the end-user sends a new inbound message, that will trigger the flow execution again. If your concern is to ensure the graceful message is delivered after temporary disconnect, that should already be the case: upon reconnect, the Messenger will fetch all latest messages that were sent in meantime.
Manvendra_Singh | 2021-10-04 05:34:25 UTC | #4
hey Angelo, thanks for the update! Not sure if I fully understood this. I'm looking for the ways to disconnect an active interaction which is abandoned by the user. Currently an abandoned chat is stuck in the system and customer get no intimation. So we want to forcefully disconnect such interactions (let say after waiting for 2 minutes after user abandoned).
Regards
chad.hansen | 2021-10-04 12:43:18 UTC | #5
Hi Manvendra,
At this time there is no indicator or notification to show the end-customer has disconnected. It would be best practice for agents to manually disconnect if they have not received a reply after a certain amount of time.
Manvendra_Singh | 2021-10-04 14:04:09 UTC | #6
hey Chat,
What I'm looking for is the other way round, the user (agent) has abandoned the chat and the end-customer is stuck now. We want to handle such scenarios. Please let me know how we can achieve for an active interaction.
Thanks
chad.hansen | 2021-10-04 14:24:30 UTC | #7
Hi Manvendra. Similarly, this is not available. If the agent leaves the conversation, this does not necessarily mean the end-customer is "stuck". They are always welcome to send in a new message and the conversation will be re-routed to the agent/queue with the full conversation history.
Manvendra_Singh | 2021-10-05 05:58:04 UTC | #8
hey Chad, apologies for the mistake in name in my last message. Just noticed right now. Actually I tested what happens after the Agent does not terminate a chat and customer messages. It does not get re-routed to our queue, instead it still tries to communicate with the same agent who abandoned. Also, the interaction status still shows open, which makes it "stuck" in the queue. That's why I was trying find a way to auto-terminate the conversation after the agent abandons. Please let me know if you have any ideas around it.
chad.hansen | 2021-10-05 12:55:25 UTC | #9
Hi Manvendra, sorry, I had misunderstood your question. At this time, there is no automated way to take an interaction away from an agent who is connected and unresponsive.
Manvendra_Singh | 2021-10-06 03:47:36 UTC | #10
hey Chad, thanks for the update. Now that we can automate chat closure, we'll train our agents to be careful and close the chat every time.
Thanks
system | 2021-11-05 03:48:25 UTC | #11
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