Interrupt "If Customer has been unresponsive" workflow

Question

We activated the “If customer has been unresponsive “ workflow in our chat conversations. How can we interrupt this workflow in cases where an agent needs to snooze the conversation because they need time to research or they need to consult another department? This is what we are trying to achieve:Agent will send a message asking for more time to solve the problem	Agent will snooze the conversation	Either of these can happen: a). Conversation will automatically unsnoozed and will stay on Open Inbox until a teammate picks it up b). Agent will manually unsnoozed the conversation and proceed to assist the customerWe are trying to avoid the scenario below where we tell the customer to wait, and yet we send them a follow-up because we haven’t heard from them😅

Jacques Reynolds · Accepted Answer

Hey ​@iampaulaaa👋 Jacques here from Support Engineering!I see that the follow up message from your Workflow is sent after 15 minutes of inactivity. I think the best way to avoid those situation like you outlined above, would be to increase the amount of time your Workflow decides to send the check in message. You could set it to a day to give your agents more time to do their troubleshooting (see photo attached)Hope this helps!

Nathan Sudds · Answer

​@Jacques Reynolds​@iampaulaaa I might recommend a different solution here, potentially using a saved reply/macro that auto tags the user/conversation in some way that indicates you are waiting on something -- then -- you can remove that tag when you are ready. And add that tag to the workflow as a negative -- is not ‘waiting on team solution’. tag so that they aren’t checked in with no matter how long they might be waiting.Better yet, use a Ticket of some sort to track this thing that needs more investigation then you can use that status with your workflow filter potentially as well.There’s always multiple ways to accomplish things, maybe having more options you’ll figure out what might be the best fit.Hope this helps!

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