One of my customers wants to use Web Messenger like a chat transaction, so that agents only stay on the interaction while there is activity. When the customer doesn't respond for 5 minutes they want to automatically send a message asking if they still require help. They will disconnect after the second reminder.
I understand that web messenger is an asynchronous interaction and is designed for ongoing discussions, but since Web Chat was retired and users moved to web messenger other users must've faced the same question. Do they just end the interaction every time the agent responds and wait for the interaction to come back when or if the customer replies?
There doesn't seem to be a trigger that would let me use a workflow with a timer to alert the agent that there was no activity on the message for 5 minutes. Can anyone suggest a solution?
Thanks,
#DigitalChannels
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Richard Presling
CX Implementation Engineer
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