A message will be displayed to guide the user to open Inbound Routing Settings. The link will open in a new tab.
End The Conversation
Conversations with customers require a trigger to be marked as completed. In this section, you can configure the following:
End The Conversation After:
Define the number of minutes of inactivity (from the customer's last response) after which the conversation will be considered closed.
Once the specified time elapses without further responses, the conversation's status will automatically change to "Completed."
Survey Option (Optional):
You can choose to send a survey to the customer upon closing the conversation.
Survey List Source:
The available surveys are pulled from the published surveys in the Survey Product.
Note: If the company does not own the Survey Product
A "Request Demo" button will appear, allowing the user to send a demo request to the Customer Success team.
Automatic Reply Upon Conversation Closure
You can configure an automatic response that will be sent to the customer when the conversation is closed.
This ensures a smooth customer experience while closing interactions efficiently.