Introduction

Maintaining active communication with customers is key to providing a consistent and timely experience. On WhatsApp channels, the platform features automatic inactivity messages that are triggered when the customer stops responding and the last interaction in the conversation was made by the agent.

The inactivity timer starts from the last message sent by the agent without receiving a response from the customer, at which point the progressive sending of configured messages is triggered.

This functionality allows setting up to three sequential follow-up messages, which are sent automatically to resume the conversation, keeping the contact active and engaged with the customer. Additionally, it is possible to include emojis to make the interaction more natural and aligned with the brand's tone.

Important Note: This configuration is exclusive to chats handled by human agents. If you want to configure inactivity messages for bot-managed chats, you must use the "Start" component in the chat-type routing points within wolkvox Studio. You can learn how to do this in the following article: [Click here].

Important 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

Log in to wolkvox Manager with an administrator user.

1. Go to the top-right menu and click on the Configuration icon (gear).
2. Select the "Omni Channel" tab.
3. Then, click on the "WhatsApp" sub-tab.
4. On the screen, you will see the list of WhatsApp connectors associated with your operation. Locate the line you want to modify and click the edit button (white pencil icon on a blue background).

In the connector configuration window, scroll down until you find the section called "Agent Inactivity Message."

Click the toggle switch to activate it. This will expand the panel for creating messages.

1. Configure messages and times
   • In the "Inactivity Message" column, write the text that the customer will receive (you can include emojis).
   • In the "Time (minutes)" column, set the number of minutes the system should wait without a response from the customer before sending that specific message. You can set a minimum time of 5 minutes. The system will not allow you to set a time less than 5 minutes.
   • Add or delete messages:
     • Use the button with the "+" icon (blue background) to add a new message level.
     • Use the button with the trash can icon (red background) to delete a message you no longer need.
2. Once you have structured your messages and waiting times, click the "Save Changes" button located at the bottom of the window to apply the configuration to your WhatsApp line.