What is the Conversation Inactivity Timer beta? | Community
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What is the Conversation Inactivity Timer beta?

  • August 18, 2023
  • 7 replies
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This EAP aims to enable workforce managers to automatically release agent's capacity and set the ticket status.

With agents handling multiple conversations concurrently, it might be difficult for them to track end-user activity , set ticket status and release capacity. 

We want to make it easier by allowing workforce managers to setup an automation which - 

  • releases agent's capacity
  • updates messaging ticket's status to a pre-defined status

after 'x' minutes of no response from the end-user, where 'x'  and the ticket status to switch to are configurable. 

How does it work?

  • System will detect lack of end-user response in last 'x' mins, change the ticket status and release agent's capacity

  • This setting will apply only to Messaging tickets , in Open state, assigned to an agent. It will exclude unassigned messaging tickets.

Limitations 

The user interface for this setting to enable/disable and manage the timer with ticket status is under development. I will reach out to you to set the timer and ticket status during onboarding. In the interim, if you wish to disable this EAP, please use the same email thread used for onboarding. 

 

    7 replies

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    • Denise11
    • January 5, 2024

    Prakruti,

    Couple of things I noticed:

    1. If customer doesn't respond after their initial request and agent has responded, it doesn't change to pending.  - We see this quite a bit, is there a way to have the timer include the initial request that comes into the agents?
    2. If a customer responds after their initial request, this feature does put the ticket in pending.  Is there a way for us to add a notification to the customer that their ticket is being put into pending and that as soon as they reply it will open back up, so they know that we are waiting on them?
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    • Prakruti
    • Author
    • January 12, 2024

    Hi Denise, 

    Thank you for writing in and sharing examples over email. 

    If customer doesn't respond after their initial request and agent has responded, it doesn't change to pending.  - We see this quite a bit, is there a way to have the timer include the initial request that comes into the agents?

    The timer begins from the end-user response after the ticket is assigned to an agent. I understand your requirement based on the screenshots - there are end-users who haven't responded after the initial conversation with the bot. These customers might be waiting for a response from your team. I hope my description of your workflow is correct.

     

    If a customer responds after their initial request, this feature does put the ticket in pending.  Is there a way for us to add a notification to the customer that their ticket is being put into pending and that as soon as they reply it will open back up, so they know that we are waiting on them?

    For now, the agents can use macros to set expectation with the customer. However, this year, we are planning to bring more transparency to the customers. Support for an automated message such as this is part of our 2024 roadmap. 

    - Prakruti

      Bobby11
      • Bobby11
      • April 9, 2024

      @prakruti how do we sign up for this?

       

       

        Richard11
        • Richard11
        • April 10, 2024

        Would also like to know if can still sign up, or if it will soon be generally released?

        Contabilizei

        Hi, Prakruti Hindia! We would like to know if it's possible to notify customers before they have their tickets changed to another status by inactivity. Is there any way we could have this? 
         

        Let me explain it: consider an inactivity time set at 7 minutes, for example, our wish is to let customers know they are about to be put in a “stand-by” status at least 2 minutes before this actually happens. 
         

        We didn't find anything that could be related to it, so could you tell us if there's a way to get this action working with the Conversation Inactivity Timer beta, please?

        Best,
        Emanuel

         

        L
        • Luyolo11
        • April 30, 2024

        Hi, 

        Can we get access to this EAP?

        Shawna11
        • Shawna11
        • Community Manager
        • May 8, 2024
        Hello everyone and thank you for engaging with this EAP. This EAP is closed and we are thrilled to announce that this feature has GA'd to our Zendesk Customers. Please review the product announcement here. To share further feedback on this area, please to our Community Product Feedback forum for Messaging. We look forward to continuing to engage with you and thank you for your participation in this EAP!
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