We have a particularly feature in our app that we've seen a lot of our members confused by. We added a top option for it in one of our Custom Bots, with three subsequent paths that they can take, but we're seeing a large number of people select the first option and then stop.
We know that they aren't having their questions answered because we also see a lot of duplicates and people opening up a message the next day as well 😂
Right now, we have two options:
- Set up an auto-closing automation rule to close these conversations after a few minutes
- We let the conversations stay open and then an agent responds to the member
We'd love a third option: where when the Custom bot hits the 3 minute mark of "a customer hasn't responded in time", they'd get a follow-up message prompting them for more details.
I haven't figured out how to do that yet, and might not be possible, but figured I'd ask!
Best answer by Lisa B11
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