Introduction

Configuring inactivity messages allows you to remind customers who have not responded after a specific period. This functionality is useful for keeping communication active and improving the customer experience.

Note: This inactivity message configuration functionality from the "Start" component is only active for chatbots, not for chats with human agents. It is used for WhatsApp chatbots and wolkvox Manager Chat Web widgets.

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 inactivity messages in Wolkvox, follow these steps in wolkvox Studio (ChatBot routing points):

1. Access the "Start" Component:
   1. Locate the configuration buttons at the top of the screen.
   2. Drag the "Start" component to the workspace where you design the routing points.
2. Enable Sending Inactivity Messages:
   1. Check the "Enable sending inactivity message" checkbox to enable this functionality.
3. Configure Timeout:
   1. In the "Timeout (minutes)" field, define the time that should elapse without a response from the customer before sending a reminder message. The maximum allowed value is 120 minutes.
4. Add Inactivity Messages:
   1. In the "Inactivity Message" field, enter each message you want to send to the customer.
   2. Use the button with the "+" icon to add each message to the list.
5. Message Display:
   1. The added messages will be displayed in a table, allowing you to review and manage the configured messages.
6. Set Repetitions:
   1. In the "Repetitions" field, define how many inactivity messages will be sent continuously. Make sure to increase the planned number by 1 to avoid inconsistencies.
7. Execute in Order of Creation:
   1. Check the "Execute in order of creation" checkbox if you want the messages to be sent in the order they were added.
8. Save Configuration:
   1. Click "Save Configuration" to apply all changes made in the component.