We are having a problem where our customers aren't getting a response because they don't realize that they MUST click "talk to person" in order for a human to see their message.
We want to change this functionality so unless they say "that helped," the conversations are routed to our human inboxes. Is that possible?
We have had the same issue, even more so with the Looper bot. One option on my list to try is the following;
New Automation Rule
When I get a chance will let you know if it works.
We are facing this issue as well.
@carly s What we did to minimize the "lost" conversations is, we also mentioned in the bot text to either respond to the message or click on the button if they need more help.
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