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Messaging inactivity
Completed
Posted Sep 26, 2022
Is it possible to build a trigger or automation around the 10 minute inactivity timer used for messaging?
I've read the linked article, and would like to add a tag to any conversations that become inactive after 10 mins but don't see any obvious options on how to do this. Are there any enterprising alternate solutions anyone can recommend?
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11 comments
Christine
We'll continue to assist you on the ticket you raised with our support team. Kindly check your email for updates. Thanks!
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Mei-E Loh
Hi Milton,
We might have a workaround for you.
We are introducing new update via types in support triggers when a transcript is added to ticket comments. This happens upon a conversation ending either through idle timeout or ticket status updates to pending/ on hold/solved. If you set this condition you should be able to capture idle timeout to add tags.
This update should probably be released in the second week of October.
Cheers,
Mei-E
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Milton Lobo
That sounds like just the thing. Would you be able to confirm when it launches and what it's listed under please?
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Milton Lobo
Hi. Would it be possible to get an update on the above please?
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Mei-E Loh
Hello Milton,
Sorry for the late response, we will be moving to testing phase soon, so i would say definitely expect it this quarter. I will let you know again once we roll to production
Cheers,
Mei-e
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Paul Riscalla
Was this ever released?
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Kulin Joshi
Mei-E Loh Do we have any update on this?
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Prakruti Hindia
Hi folks,
We have rolled out capabilities over this year to address inactivity and timeouts -
I hope this helped answer your questions.
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Paul Riscalla
Prakruti Hindia I have filled in the EAP form and followed up with a message weeks ago, no one is responding to us!
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Prakruti Hindia
Thanks for signing up for the EAP. We are activating EAP in phases. I have sent out an EAP activation email to you. Apologies for the delay.
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Prakruti Hindia
I tried to set up such a trigger but in this case the status of a ticket is Open and not New. So such a trigger will affect other tickets that are not inactive.
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