If you have live chat configured just how you like it, you probably – and understandably – don’t want to design all-new workflows that will change how you handle messaging conversations.
In this article, we’ll describe ways you can replicate some common live chat default workflows in messaging. In some cases, you’ll have multiple options to choose from – just pick the one that looks most like your own setup.
This article includes the following topics:
Recommended messaging settings for streamlining ticket workflow
In this section, we’ll introduce some messaging settings and configuration options you can use to improve ticket workflow. Some of these settings can be used to replace more elaborate Chat workflows.
Agent capacity release and inactivity reminders
Capacity release settings allow you to specify how long a conversation is considered active without input from an end user. Then, once the conversation is deemed inactive, it can be removed from an agent’s queue, freeing them up to accept new support requests. You can also create automatic reminders to send to end users to keep a conversation active. These settings are part of the Advanced messaging settings in Admin Center.
Recommended settings:
- If most of your tickets are first contact resolution, automatically release capacity after 3 minutes, and update the ticket status to Solved,
- If most of your tickets require more information from the customer, set up the first inactivity period for 5 minutes, set the ticket status to Pending, and send an initial reminder to the end user. Set up a second reminder and that sets the ticket status to Solved and sends a follow-up message to the end user.
The End session setting
You can allow agents and end users to end messaging sessions, and establish processes (such as ticket macros) they can use to inform the end user of the ended session, and have them follow up over email.
Additionally, ended messaging sessions can be used as a condition in triggers, and you can end a messaging session in an action.
Setting up business hours
You can use business hours with you custom messaging responses for support requests made during business hours, and after close of business.
See Migrating Chat operating hours to business hours in messaging for more information.
Workflow 1: Handling missed conversations
Messaging has end user presence capability that detects whether the end-user is still in the website or mobile app in the foreground. You can use the feature to identify and manage abandoned conversations.
In messaging, the first reply time and other metrics include these inactive conversations.
Messaging includes settings and trigger options that allow you to easily manage inactive conversations, making more complex workflow design unnecessary.
- Automatically releasing agent capacity removes inactive conversations from agents’ queues by turning on end-user presence detection.
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Using ticket triggers to manage inactive messaging tickets lets you:
- Automatically solve abandoned conversations
- Reassign abandoned conversations for email follow-up
- Re-route inactive conversations to a secondary queue with lower priority
You can also tag abandoned conversations for accurate reporting.
See Recipes: Using ticket triggers to manage abandoned conversations.
Workflow 2: Create a Support trigger to solve and close first-touch resolution tickets
A first-touch resolution is one that is solved with a single interaction from a human agent. You can create a Support trigger that closes a messaging ticket with a first-touch resolution.
To create a Support trigger to solve and close first touch resolution tickets
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers. - In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- Click Create trigger.
- Enter a name and optional description for the trigger, and select a trigger category or create a new one.
- Under Meet ALL of the following conditions, add the following conditions:
- Ticket > Status category | is | Solved
- Ticket > Messaging session state | Changed to | Ended
- Under Actions, add the following action:
- Ticket > Status category | Closed
- Click Create trigger.