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Hey!

 

In our company, there was a need to screen out a certain type of letters. Task: The client starts a conversation with our bot (for any reason), the bot starts a dialogue with him (starts a task), but the client does not write anything in response. The letter remains unclosed and such letters have to be closed manually each time (and there are many such letters).

 

I searched and found two settings (which seemed suitable to me)

 

1) Setting up the bot itself

- add a closing rule (see screenshot 1), if the client does not write after a certain time, then the letter is closed.

 

2) Setting auto-close rules (see screenshot 2)

- what is its principle of operation, tell us, please.

 

And what is the difference between them?

Please, tell me what does it mean "A customer has been unresponsive for 3 days" in Auto-closed rules, exactly?

Hey @user2255​! To answer your three questions;

 

  1. A closing rule refers specifically to the bot flow. If the customer engages with your bot, the conversation will be closed with the criteria you've specified have been matched.
  2. A rule applies to all inbound conversations that you've specified within the rule, not just bot conversations.
  3. "A customer has been unresponsive for 3 days" means that a customer does not send any new message for longer than 3 days within a conversation.

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