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Customer Idle Warning Notifications



Posted Feb 28, 2024

Request: Allow for the creation of triggers in Messaging to warn customers of impending time out.

We would like to be able to automatically notify individuals who are at risk of timing out. This would allow agents to focus on active customers without having to check back on every open chat/message. 

This also improves the customer experience to be given a little nudge that they are about to time out and be moved to email. 

This would tie in nicely to my other request to allow us to create triggers to let customers know when the message has timed out and to check their email to continue the conversation. 


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Shawna James

Community Product Feedback Specialist

Hey Joshua,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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+1 On this. I believe it is very important to have a proper time condition for the ticket triggers. There is no option to action a ticket based on time passed, except for automations where the minimum time is 1 hour.

Specifically, we would like to send automated messages to chat tickets that are in our queue based on time elapsed.

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