Plan requirement
| Subscription | Any plan |
| Access | Admin |
A message before a quiet conversation is released, giving the customer a chance to come back, and one thing to get right: the timing against the release.
Build it
- Create a messaging trigger.
- Set it to fire on inactivity, after a period shorter than your capacity release.
- Write a short message.
- Test by starting a conversation and leaving it.
Get the timing right
The reminder has to come before the release, with enough gap for someone to answer. A reminder that arrives at the same moment the conversation is released reads as being told to hurry and then dropped.
What to say
Short, friendly, and clear about what happens next. Something like: still there? If we do not hear from you we will close this, and you can start again any time.
Two things to avoid: sounding impatient, and implying they have lost their place in a queue.
One reminder
Two is nagging somebody who is not there. If they have not answered the first, they are not reading.
Where it does not fit
Conversations where you are the one who owes an answer. A reminder asking whether the customer is still there, sent while they are waiting on you, is the wrong message. Condition the trigger so it only fires when the ball is with them.
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