Introduction

Maintaining an active conversation in web chat is crucial to avoid missing customer service or engagement opportunities. In web chat widgets created in wolkvox Manager, you can configure automatic inactivity messages that are triggered when the customer stops responding and the last message in the conversation was sent by the agent.

The inactivity timer starts from that last unanswered agent message, allowing progressive follow-up messages to be activated.

This feature allows you to define up to three sequential inactivity messages, which are automatically sent to re-engage the conversation. Additionally, you can include emojis to create a more engaging and brand-consistent interaction.

Important Note: This option is specifically designed for when chats are handled by human agents. When interactions are handled by bots, the configuration of inactivity messages must be done using the "Start" component of wolkvox Studio directly in the chat-type routing points. To learn more about this process, read the following article: [Click here].

Note: Please note that the sending of inactivity messages may experience a delay of up to 3 minutes after the configured time has elapsed. This happens because the process responsible for executing them runs every 3 minutes via a cron job.

Configuration

To configure these inactivity messages for web chat widgets in chats with human agents, follow these steps:

1. Go to the wolkvox Manager configuration by accessing it from the top-right menu.
2. Then, go to the "Omni Channel" tab.
3. Next, go to the "Web Chat" tab.
4. From the list of web chat widgets created in your wolkvox Manager operation, you must edit the desired channel by clicking on the button with the pencil icon.

1. Once inside, go to the "Configuration" tab.
2. Then, go to the "Basic Configuration" option.

Scroll through the basic configuration section until you find the field called "Agent Inactivity Message."

There, you must activate the toggle button to enable the function.

1. Configure the desired inactivity messages, setting the waiting time and the order in which they will be sent. Keep in mind that the minimum waiting time to send an inactivity message to the customer is 5 minutes (the system does not allow setting less than 5 minutes).
   • Messages will be sent in order: first message 1 is sent after the configured inactivity time, then message 2, and finally message 3.
   • It is mandatory to have at least 1 message configured, with a maximum limit of 3 messages.
   • You can add a new inactivity message using the button with the "+" icon and blue background.
   • To delete a message, use the button with the trash can icon (white trash can on a red background).
2. Finally, click the "Save Changes" button to apply all the configuration.