We want to change this functionality so unless they say "that helped," the conversations are routed to our human inboxes. Is that possible?

Question

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?

Titho · Accepted Answer

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 RuleWhen a new conversation has not received a replyIf Team Mate Assigned is None or Unknownthen Assign To an InboxWhen I get a chance will let you know if it works.

Kevin Bendixen · Answer

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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