Auto-Close Inactive Chats
Migrated from Canny.
Canny Post ID: 656333ce6fba1f284d0a1e79
Canny URL: https://spur.canny.io/admin/board/feature-requests/p/auto-close-inactive-chats
Category: New Feature
Original status: under review
Original votes: 2
Original comments: 1
Original author: Royal Tomar
Created at: 2023-11-26T12:02:22.330Z
Original request details:
Current System: There is currently no automated process for closing chats after a period of customer inactivity.
Suggested Feature: Introduce a feature that automatically closes chat tickets if there is no response from the customer within a set time frame, such as 6 hours. This aligns with industry standards seen in platforms like BlinkIt and City Furnish, and would greatly enhance the efficiency of chat management.
Submitted by Lets Dress Up
1 Comment
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REQUEST_SUMMARY_V2 Problem - Current System: There is currently no automated process for closing chats after a period of customer inactivity. Suggested Feature: Introduce a feature that automatically closes chat tickets if there is no response from the customer within a set time frame, such as 6 hours. This aligns with industry standards seen in platforms like BlinkIt and City Furnish, and would greatly enhance the efficiency of chat management. Submitted by Lets Dress Up Expected behavior - Support this behavior in shared inbox without manual workaround - Maintain clear ownership and state transitions for conversations - Keep agent actions auditable in activity logs Business impact - Reduces manual operational effort for teams - Improves consistency and customer experience - Helps teams move faster with fewer support escalations Legacy category: New Feature
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