Workflows: “Time Since Conversation Started” Trigger
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Bernardo Gonzalez
Business Problem:
Currently, there is no automated way to track the duration of open conversations, which can lead to delays in response and unresolved customer issues.Desired Outcome:
Implement a new trigger in workflows that activates based on the "Time Since Conversation Started." This feature should allow conditions to be set for triggering the workflow when a specified amount of time has elapsed since a conversation began.Details of the Potential Feature and Use Cases:
- Send notifications to agents when a conversation has been open for an extended period, indicating it may need attention.
- Alert managers if a conversation is not progressing, helping to identify bottlenecks or areas needing process improvement.
- Automatically send a message to the contact apologizing for any delay in response, improving customer satisfaction.
- Close idle conversations that have not seen any activity for a predetermined period, streamlining workflow efficiency.
N
Nabilah Binti Salleh
Merged in a post:
Auto Reminder and Conversation Closure When Customer Doesn't Respond
M
Mehmet Ates
We would like to request an automation feature that allows the following flow for inactive conversations:
If the customer does not reply within 6 hours, an automatic reminder message should be sent, such as:
"Hello, we haven't heard from you for a while. If you still need assistance, feel free to reply. Otherwise, we may close the chat soon."
If there is still no response after 12 hours, the system should automatically close or resolve the conversation.
This would help teams reduce manual workload, clean up inactive conversations, and ensure a more efficient inbox and agent workflow.
Please consider making this available inside the Workflow builder or as a system automation option.
N
Nabilah Binti Salleh
Merged in a post:
Expand the Workflow Triggers
Jay Lim
The current triggers for the workflow is very limited.
It'll be amazing if the options in the branch menu can become triggers instead.
For example, under branch, we can select "Last Outgoing Message = X", "Assignee Status = X", all thee useful things that should be a trigger rather than the very limited options we currently have.
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Nabilah Binti Salleh
Hi Jay Lim, thank you for your request. Could you please share the use case you would like to fulfill with the additional triggers mentioned with us?
Jay Lim
Nabilah Binti Salleh
The possibilities are infinite... Currently we can't even setup a workflow as simple as automatically take X action (e.g. close convo) after Y time has passed because the triggers are too limited.
Off my head, I can't think of anything else but I've asked about multiple stuff to your team over the past year only to find out it cannot be done simply because of the limited trigger options, when what I'm looking for is available as a branch!
Jay Lim
Looking forward to this. We need more flexibility to set triggers. For us, we want to be able to send an internal alert/tag/note whenever a chat is not replied to after X period. Currently there isn't a good way to go about it.
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Ben Leon Ong
Or "Time Since Last Incoming Message" for good measure as well.
Karyee
How to set an automation that help to reassign/unassign a conversation if the chat is unreplied for over 3 hour
Senior Developer 1
The bots we use are NLP and AI so we don't necessarily program the whole of every conversation we have through respond.io's workflow builder we need to be able to set a global sort of fallback when a user has stopped messaging back without the opened and closed status affecting it
it used to be in the old version of respond.io and one of the most useful features to keep engagement going or close off conversations to hand it over to the bot.
S
Shi Hui
Merged in a post:
Workflows: “Time Since Last Message” Trigger
O
Oli Japa
Enable a new trigger to start workflows based on “Time Since Last Message” with condition to trigger the workflow when X time since the last message from the Contact.
S
Shi Hui
Merged in a post:
Workflow Trigger: add more options
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TI Grupo Simon
It would be nice to have more options to trigger a workflow, with automation we can trigger a event with almost any parameter... but workflow trigger is very limited.
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Shi Hui
Hi TI Grupo Simon, can you share with me what's the specific trigger that you are looking for? Feel free to share us how are you going to use the trigger too😊
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TI Grupo Simon
Shi Hui: Currently I have one workflow that sends a different message to contact when within or without business hour.
Also I have 3 automation tasks:
1 - Close conversation after 3 days
2 - Enable bot after conversation is closed
3 - Re-enable bot after 15 minutes since last message.
The 3rd automation is not possible with workflow since there is no trigger for "Time since the last message".
Sure I can add this to the end of my current workflow with branches, but it will execute only once if the criteria is met.
Lets say if a contact sends a message and our users are occupied and takes more than 15 minutes to respond the contact.
I need to re-enable the bot, so the contact will not end up in a "void" where there's no bot and no user to answer them.
With workflow if our user respond the client like an hour after, the user will have to disable the bot manually and after the chat is done the user has to re-enable the bot, so the next time the contact sends a message they will be answered by the bot.
With the automation that I have the user only have to disable bot, the automation will take care of turning it on after 15 min of inactivity.
P.S.: If this request " Workflows: New Trigger “Time Since Last Message” " gets done, my issue will be solved.
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