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There are two ticket trigger conditions that can be used to identify tickets associated with messaging conversations when a customer is no longer present:
- Ticket Messaging session state
- Ticket Messaging session inactive reasons
These conditions allow you to identify tickets that become inactive because the end user closed their browser or disconnected from the internet. For example, you can use these conditions to automatically handle the following scenarios:
Automatically solving abandoned conversations
The following ticket trigger conditions and actions automatically solve tickets associated with messaging conversations abandoned by the end user by leaving the website or going offline. This prevents abandoned conversations from lingering in the queue and getting assigned to agents.
Meet ALL of the following conditions:
- Ticket Status category | Is | Open
- Ticket Messaging session state | Changed to | Inactive
- Ticket Messaging session inactive reason | Is | User inactive or offline
Actions:
- Ticket Status category | Solved
- Ticket Add tags | abandoned_conversation
Reassigning abandoned conversations for email follow-up
The following ticket trigger conditions and actions automatically reassign tickets associated with abandoned conversations to be treated as email tickets by omnichannel routing and assigns it to a group of agents who can follow up with the end user asynchronously.
Meet ALL of the following conditions:
- Ticket Messaging session state | Changed to | Inactive
- Ticket Messaging session inactive reason | Is | User inactive or offline
Actions:
- Ticket Set routing channel | Email
- Ticket Group | email_group
- Ticket Priority | Normal
Re-routing inactive conversations to secondary queue with lower priority
The following ticket trigger conditions and actions automatically deprioritizes inactive conversations so that the high priority messaging queue is used only for active conversations.
Meet ALL of the following conditions:
- Ticket Priority | Is | High
- Ticket Messaging session state | Changed to | Inactive
- Ticket Messaging session inactive reason | Is | User inactive or offline
Actions:
- Ticket Priority | Low
- Ticket Group | secondary_group
Tagging abandoned conversations for reporting
The following ticket trigger conditions and actions automatically adds a tag that can be used to identify abandoned conversation tickets for reporting purposes.
Meet ALL of the following conditions:
- Ticket Messaging session state | Changed to | Inactive
- Ticket Messaging session inactive reason | Is | User inactive or offline
Actions:
- Ticket Add tags | abandoned_conversation