Automatically close conversation after a defined period | Voters

Automatically close conversation after a defined period

PHL 63 Admin

It helps the agents automatically close the conversation after 30 minutes duration. It enables the agent to save extra time a lot.

April 13, 2022

Jay Lim

This is needed. Any update after more than 2.5 years?

Nabilah Binti Salleh

Hi Jay Lim, thank you for your patience. Currently, there are no new updates on this feature, but we are actively evaluating and prioritizing requests based on user feedback. Please stay tuned for any future developments!

Shi Hui

Hi PHL 63 Admin, could you tell us more your use case for this? Are you saying that you want all the conversations to open for only 30mins and it will auto close after that? Or you mean you want the conversation to be auto closed if the Contacts didn't respond?

PHL 63 Admin

Shi Hui:Hi shi, I want the conversation to be auto closed within 30 minutes if the contacts didn't respond at all. I had met this feature before and now it is currently unavailable.

Shi Hui

PHL 63 Admin: Understand. Let me share you a workaround here.
Create a workflow with "Conversation Opened" or you can use Shortcut trigger (so it can be initiated by agents after talking to Contacts)
Add a wait step of e.g. 30 minutes 
Add a branch step with condition: Time since last incoming/ outgoing message is greater than 30 minutes ago 
If condition above met (meaning no messages in the last 30mins), close conversation.
If condition not met (meaning there are messages coming in or going out in the past 30 minutes), wait for another 30 minutes, jump back to previous step if you want.
Hope this helps!

Asaf Zana

Shi Hui: Hey friend
I also need an auto-end call solution
But I could not figure out the execute the solution you offer
I would be happy for a clearer explanation of the matter
Thanks and have a wonderful day

Shi Hui

Hey Asaf Zana, I don't really get what do you mean by auto-end call here since we don't have calling function as of now.

Don't mind reaching out to us at https://respond.io/contact so that we can hear you and help you better! 😊

Asaf Zana

Shi Hui: I meant that if there is no response from the customer (contact) in the chat 30 minutes the chat will close automatically

Shi Hui

Asaf Zana: Understand, you mean you can't figure out to execute the workaround that I proposed here. Do you mind reaching out to our support team so that they can guide you better?😃

莉

莉莉许

Shi Hui: Hello, if set it like this, if the customer responds to the message within 30 minutes, will this time be reset?

Yihui Chan

Hi 莉莉许, yes that's correct. The conversation will only be closed if there are no messages for more than 30 minutes.