Thanks, Eric. I just voted for it. Sadly, this is a massive issue for us. The 3 days makes absolutely no sense in our situation. We are trying to talk to survivors of domestic violence and their conditions change minute to minute. We absolutely need a way for them to decide to de-queue if they are no longer safe before we are able to answer. I'm going to check the competing bot engines to see if they have this basic feature.
------------------------------
Marty Hand
National Domestic Violence Hotline
------------------------------
Original Message:
Sent: 03-24-2022 18:31
From: Eric Allen
Subject: Input timeout in bots for digital (messaging) channel
Marty,
There is an idea for this. https://genesyscloud.ideas.aha.io/ideas/search?query=AI-I-90. The default that was shared is 3 days and it will timeout their session.
Thank you,
Eric
------------------------------
Eric Allen
Vervent, Inc.
Original Message:
Sent: 03-23-2022 11:19
From: Marty Hand
Subject: Input timeout in bots for digital (messaging) channel
Good day.
We are attempting to build an in-queue flow for web and SMS messaging to collect input from the contact while they are in queue to ensure they want to continue to wait. We have been unable to find a way to timeout the response. There is a setting for voice interactions only to configure how long to wait for input, but cannot find a way to do the same thing for messaging interactions. Has anyone found a solution for this?
#ArchitectureandDesign
#DigitalChannels
------------------------------
Marty Hand
National Domestic Violence Hotline
------------------------------