Plan requirement
| Subscription | Any plan |
| Access | Admin |
A message when a quiet conversation is released, giving the customer a chance to come back. The trigger fires on the status change rather than on a timer of its own, which changes how you word it.
How inactivity works
A conversation is Active while the end user has written recently. It becomes Inactive after the inactivity period passes with nothing from them, or when the ticket status moves to On-hold, Pending or Solved.
The inactivity period defaults to 10 minutes and takes a whole number from 3 to 15. Alongside it you choose the ticket status for inactive conversations: Pending, On-hold, Solved, or a custom status mapped to one of those categories.
Build it
- Set the inactivity period and the status that inactive conversations receive.
- Create a messaging trigger conditioned on that status. Triggers using it fire when the status is applied.
- Write a short message.
- Test by starting a conversation and leaving it.
The reminder lands at the release, not before it
There is no separate timer to set earlier. Because the trigger fires on the status change, the message arrives at the moment the conversation goes inactive, so writing it as a warning ("we are about to close this") reads as being told to hurry and then dropped in the same breath.
Write it as what it is: the conversation has been set aside and they can pick it up whenever they like. The only real lever on timing is the 3 to 15 minute period, and at 3 minutes you will be releasing people who are typing slowly.
What to say
Short, friendly, and clear about what happens next. Something like: we have set this aside for now, and you can reply here whenever you are ready.
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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