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
