My manager only wants to enable suggested articles if abandoned chats are sent to unassigned for the team to review. So, if a user clicks an article to view and then does not click ‘that helped’ or ‘talk to a person’ the chat needs to remain open and routed to unassigned. Is this possible? We cannot seem to get the settings correct if it is.
Archived
Is it possible to prevent a chat from auto-closing when suggested article flow is abandoned?
- Employee
Hey
Larissa here from Intercom Support.
I’m afraid there is no way to keep the conversation open when the customer does not interact with the reply buttons from the Suggest Help Articles feature. When the customer does not interact with the reply buttons, the system understands that the customer found the answer and then close the conversation.
I can definitely flag this as a feature request for you! Hopefully this is something that we can see i the future! 🤞
I personally do not think this is an issue and is par for the course for chat platforms but I would like to enable suggested articles so if it could be a feature that would be great. Thanks
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