There are three types of triggers to configure:1. Automatic queue closure due to timeout: This trigger is activated when a conversation exceeds the maximum time defined for a conversation to be on hold, without receiving a response after being transferred to a human agent.
2. Close due to agent inactivity: If the customer sends a message and the agent does not respond within a certain time, this trigger transfers the conversation to another agent or closes it altogether, depending on the configuration applied.
→ The time is counted from the customer's last message.
→ It is recommended to set this trigger to a time longer than the customer's inactivity time to avoid overlapping.
→ If automatic retransfer is enabled, the conversation will be sent back to the same group to which it was originally transferred, and the agent who stopped responding to the user in that conversation will automatically change their status to pause so they are not assigned to the same conversation.
3. Inactive client warning: Detects when the customer is not responding and sends a series of automatic messages. If the conversation continues to go unanswered after these alerts, the conversation is automatically closed, notifying the customer.
Key Facts:✓ The Agent Supervisor, Supervisor, and Administrator roles have permission to apply this feature.
✓ Triggers can be created for all channels that forward conversations to the Live platform.
✓ Triggers cannot be duplicated.
✓ Once the trigger is created, you can configure the time at which it will be activated and, where applicable, the message that will be displayed to the user.
✓ The execution time is configured in seconds and can be edited as many times as necessary.
✓ For all trigger types, if the conversation is closed, the user will receive a notification informing them that the interaction with the agent has ended and that they can continue speaking with the virtual assistant.
✓ Each trigger can be activated or deactivated as needed. When the trigger is configurable by channel, it is triggered independently by type (Inactive client warning / Close due to agent inactivity) in each specific channel.
✓ During a video call in progress, inactivity notifications will be deactivated.
It is important to implement triggers because they help us:
Below, you will learn how to create, configure, and activate or deactivate them. You can view the guide and listen to it, or pause the voiceover using the button in the upper right corner of the tour to view only the steps.