Inactivity Timeout
Wong Yi Teng
Business Problem:
Right now, when the AI Agent responds to a customer and the customer goes quiet, the conversation just stays open. The AI doesn’t follow up, escalate, or close — and there’s no built-in way to handle this idle state.
This might lead to:
- Lost leads if customers drop off
- Cluttered inboxes with inactive convos
- Missed chances to act when engagement stalls
Desired Outcome:
Add smart inactivity handling for AI Agent conversations by enabling the following behaviors:
- Follow-up Message After Inactivity: If there’s no reply from the customer after a set period (e.g., 3 minutes), the AI Agent should automatically send a follow-up message to re-engage them
- Conversation Closure After Continued Inactivity: If the customer still doesn’t respond within another predefined duration, the system should automatically close the conversation.
- Optional Escalation to Human Agent: As an alternative to auto-closing, business should also have the option to assign the conversation to a human agent for review if the customer remains inactive.
Use case (Capture, Convert, Retain):
- Capture: Prevent potential leads from being lost due to inactivity or non-responsiveness
- Convert: Re-engage prospects to move them further down the funnel
- Retain: Show existing customers you’re attentive and proactive