Business Problem:
In chat-based support or sales interactions, some clients become inactive mid-conversation, leaving sessions open and unresolved. Without a system to detect and handle inactivity, conversations may remain idle, cluttering the Inbox and leading to delays or missed follow-ups.
Desired Outcome:
Introduce a workflow condition to detect client inactivity (e.g., no response after 15 minutes), followed by:
  • A prompt asking if the client still needs assistance
  • If the client declines or remains inactive, auto-close the conversation
  • Optionally, add a tag or log the action for reporting purposes