Conversation via Chatbox to stay open if no visitor action
Specifically related to Conversations > Inbox > Website (Live Chat)
Currently, when the chatbot asks for contact information of the visitor and there is no response or action in 24 hours, the conversation thread is automatically closed. There is possibility here to lose visibility of inbound enquiries.
An example:
A potential customer has selected 'Learn about products'. Chatbot has responded 'How may I address you?'. Customer hasn't replied. After 24 hours, conversation thread moves from an Open Inbox to All Closed.
A few solution ideas for this:
1. Begin a workflow for the chatbot to follow up, instead of close
2. Begin a workflow to create a ticket, then we manage this ourselves/follow up with the customer, via the ticketing system
3. Move into an 'unanswered' inbox
If you see the benefit of this idea, please upvote 😊
