In my current customer-facing workflow, I am offering users an option to create a ticket if live support is N/A by using a “Send a ticket” feature. Once it has been added to a workflow, my only remaining option is to disable customer input, which is fine from UX point of view.
However, if the user is not creating a ticket, the conversation will hang in the inbox forever since the workflow has reached it’s end, which creates clutter. Previously, with the inbox rules, it was possible to close the conversation by using some of the triggers, but since Inbox rules are deprecated, my only way is to Frankenstein something like this:
- Send a webhook to Make before sending a ticket form to a user
- Wait for X minutes
- Fetch the conversation via GET request in Make and check if there is a ticekt
- Close the conversation if there is no ticket.
I understand the logic between how tickets and conversations work, but I believe there has to be a simple native way of closing these abandoned chats.