Settings → Automatic messages you can define key rules for your operation.
These settings apply depending on the case to Connect and Brain, and allow you to control times, sessions, and conversation closure.
Operator inactivity
Define how long an operator can be inactive before the system automatically closes them. This allows you to:- Keep only active agents available.
- Avoid assignments to disconnected operators.
- Maintain a more organized operation.
- 1 hour
- 3 hours
- 5 hours
- 8 hours
Session expiration warning
This is a general setting per channel. It defines how long after the customer’s last message an automatic message will be sent warning that the session is about to expire. This message is sent before the conversation is closed. Available times:- 3 minutes
- 5 minutes
- 10 minutes
- 15 minutes
- 30 minutes
- 1 hour
Conversation expiration
Allows automatic closure of a conversation when the customer stops responding.- Can be configured independently for Connect and Brain.
- Defined per channel.
- The countdown starts from the moment the warning is activated (if configured).
- 5 minutes
- 10 minutes
- 15 minutes
- 1 hour
- 3 hours
- 5 hours
- 7 hours
- 10 hours
- 15 hours
- 23 hours
Time in the support queue
Defines the maximum time a customer can remain waiting when no operators are available. Helps to:- Control the customer experience.
- Avoid indefinite waiting times.
- Adjust the operation based on volume and type of support.
- 1 hour
- 3 hours
- 5 hours
- 8 hours
Recommendation
Correctly configuring these times helps you to:- Improve the customer experience.
- Optimize operator workload.
- Keep conversations organized and controlled.