We use Reply Buttons in Workflows to present customers with predefined options and route their conversation to the appropriate team.
Currently, if the customer does not select any of the options, the conversation eventually falls through to our default assignment. At that point, a teammate has to manually follow up with the customer.
We would like to automate that follow-up before the conversation is handed over to the default team.
Ideally, Reply Buttons would support a configurable “No response” or timeout path.
For example:
Reply Buttons
→ Customer selects an option → Route to the appropriate team
OR
→ No selection after 10 minutes
→ Send an automated follow-up reminding the customer to select an option
→ Wait another defined period
→ If they respond, continue the appropriate routing path
→ If they still don’t respond, continue to a configurable fallback/default assignment
This would allow us to complete more routing automatically and reduce unnecessary conversations being assigned to agents simply because the customer did not interact with the initial buttons.
The no-response path should ideally support standard Workflow actions such as sending a message, waiting, adding a tag, updating attributes, assigning to a team, or continuing to another workflow step.