Symptom / Need

Contact center administrators and agents need to configure inactivity messages to remind customers who haven't responded after a specified time. This feature is useful for maintaining active communication and improving the customer experience.

Context / Scenarios

Improved Communication: Managers who want to ensure customers are not forgotten during interactions.
Customer Service Optimization: Agents who strive to keep customers informed and engaged throughout the service process.
Reminder Automation: Teams that need to automate sending follow-up messages to inactive customers.

Answer (Solution / Recommendation)

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

1. Access the “Home” component:
   1. Locate the settings buttons at the top of the screen.
   2. Drag the "Home" component onto the canvas where you design the routing points.
2. Enable Idle Message Sending:
   1. Check the "Enable inactivity message sending" checkbox to enable this feature.
3. Configure timeout:
   1. In the "Timeout (minutes)" field, define the amount of time that must pass without a customer response before sending a reminder message. The maximum allowed value is 120 minutes.
4. Add inactivity messages:
   1. In the "Idle 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. Displaying messages:
   1. Added messages will be displayed in a table, allowing you to review and manage your 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. Run in creation order:
   1. Select the "Run in creation order" checkbox if you want messages to be sent in the order they were added.
8. Save configuration:
   1. Click "Save Configuration" to apply all changes made to the component.