Robert_Cooper | 2022-02-21 22:08:54 UTC | #1
Hi team,
Is there any functionality to trigger a notification to the customer once an agent has ended/wrapped up a messaging conversation advising the customer that the conversation has ended? Similar to how web chat currently functions? Could it be triggered from the end of the threading timeline?
Our problem case here is if the agent uses a canned response and ends the conversation after helping the customer, if the customer then says "thank you" this will be routed to another agent which is a waste of time.
Angelo_Cicchitto | 2022-02-22 08:38:45 UTC | #2
Hi Robert. The way you can solve your problem is by leverage a "triage" Bot: whenever Agent disconnects, the conversation will go back to "idle" state. The next time End-User sends a new message ("Thank you"), the Flow logic will start again: this is where you can add smart handling, to:
- Determine if it's new or returning conversation (this is available with Inbound Message Flows)
- If returning, query internal APIs to determine last contact state ("Hi, looks like we resolved your issue at 2.30pm")
- If returning, offer a Yes/No question (via Quick Replies) like "Are you sure you want to connect with an agent?"
Yes No
This is easy way to filter out all the "Thank you" type of messages that might happen immediately after Agent disconnect, while still allowing End-User to actually raise a valid follow-up question should they have any, which is a core benefit of Async Messaging.
Robert_Cooper | 2022-02-22 22:38:05 UTC | #3
Hi Angelo,
Thank you for your prompt response. This sounds like a good solution to the problem. I do anticipate that our client may not want to use this route however. If I may ask a follow up question.
Is there an event/trigger that our developers can use when an agent ends the conversation that we can manipulate the behaviour of our app for example: grey out the typing field to prevent a further response, or modify the UI?
Angelo_Cicchitto | 2022-02-23 17:00:12 UTC | #4
Robert, we don't offer that functionality at the moment: it does feel more like wanting to replicate Web Chat behavior upon agent disconnect, so doesn't align well with Async Web Messaging, for the reasons I mentioned earlier: we still want the End-User to eventually resume that conversation if needed.
system | 2022-03-25 17:00:56 UTC | #5
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 13662