Skip to main content
Answered

Nudging customers who don't respond in time to a custom bot

  • February 8, 2022
  • 1 reply
  • 105 views

We have a particularly feature in our app that we've seen a lot of our members confused by. We added a top option for it in one of our Custom Bots, with three subsequent paths that they can take, but we're seeing a large number of people select the first option and then stop.

 

We know that they aren't having their questions answered because we also see a lot of duplicates and people opening up a message the next day as well 😂

 

Right now, we have two options:

  1. Set up an auto-closing automation rule to close these conversations after a few minutes
  2. We let the conversations stay open and then an agent responds to the member

 

We'd love a third option: where when the Custom bot hits the 3 minute mark of "a customer hasn't responded in time", they'd get a follow-up message prompting them for more details.

 

I haven't figured out how to do that yet, and might not be possible, but figured I'd ask!

Best answer by Lisa B11

Hey @user16​ 👋

 

That's not a feature we currently have but it's actually a great feature request to submit over on @Product Wishlist​ 🙌

View original
Did this topic help you find an answer to your question?

1 reply

Forum|alt.badge.img+5
  • Employee
  • 250 replies
  • Answer
  • February 9, 2022

Hey @user16​ 👋

 

That's not a feature we currently have but it's actually a great feature request to submit over on @Product Wishlist​ 🙌


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings