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Hello,

I am trying to build a workflow that would automatically close a conversation should the user not reply.

Here is the scenario:

User contacts us → Workflow triggers if a certain word is contained in the conversation asking the user for more information.

The goals we are trying to achieve are:

  1. Conversation would automatically closed if the user does not respond within a certain amount of time
  2. Should the user respond, the conversation would be assigned to the team ( the workflow triggers would be based on the team so the assignment would be already defined)

Would there be any recommendation regarding this ? ( We have tried setting a “customer sends first message” + “ snooze unresponsive conversation based on a conversation tag but it unfortunately does not seem to trigger the snooze unresponsive conversation).
Thank you 

Hi there 👋 Jacques here from Support Engineering.

Your best bet here would probably be to use the "Follow up with inactive customers" workflow template in the Automation feature. Here's how you can set it up:

  • Go to Automation and select + New workflow.
  • Choose the template: Follow up with inactive customers.
  • Set the time you want to wait for a customer reply before the workflow is triggered.
  • Customize the message that will be sent to the user if they are unresponsive after the time period you set.
  • Add a conversation tag for tracking purposes.
  • Set a snooze period to give the customer time to respond to the follow-up message.
  • After the snooze period, send a final message informing the customer that the conversation will be closed, and then close the conversation.

If the user responds within the set time, the conversation can be assigned to the appropriate team based on the workflow triggers you have defined. Note that some workflow steps may not be available on all channels or may behave differently.

 

 

Thank you Jacques.

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