Chat reminder for agents to respond to clients after certain time

KJonsson · ‎8 17, 2022

Hello community,

I'd like to create a workflow that sends an e-mail (or slack) reminder to owners of chat conversations, after the customer has sent his first message and not received an answer within 1/2/3 minutes.

Is this possible? I haven't found a way to do this yet.

Best regards,

Levi · ‎8 18, 2022

Hi @KJonsson , something like this?

Thanks @TiphaineCuisset.

Bureau Vet

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KJonsson · ‎8 22, 2022

Hey, there seem to be a logical error in the code her because I tried this solution already. Unfortunately it never triggers until the agent actually reply in the chat. Then if the response time is greater than "3 minutes", it triggers. It should however trigger as soon as the condition is met, like you suggest.

TiphaineCuisset · ‎8 18, 2022

Hi @KJonsson

Thank you for reaching out.

I want to tag some of our experts here - @LMeert @Alex_Elborn @Levi do you have any thought to share with @KJonsson on this?

Thank you!

Best

Tiphaine

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KJonsson · ‎8 29, 2022

@LMeert @Alex_Elborn @Levi Any other suggestions?

Am I correct in my conclusion that the code is flawed?

CRM