Inactivity Popup

Displays a pop-up to the contact warning them that their session is about to expire due to inactivity. If the countdown in the pop-up runs out, the case is automatically closed and the contact can be marked with a tag or marked as abandoned.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Inactivity popup.
  6. Enter a Heading and Body text.
  7. Enter the number of seconds to be displayed to the user as a Countdown. It will be displayed in mm:ss format.
  8. Enter Call to action text, such as Do you want to continue?.
  9. Enter whether you want to include a Session refresh button (default Yes) and a Session expire button (default No).
  10. Select a Tag from the drop-down.
  11. Select an Abandon type from the drop-down. You can choose from the following:
    • None
    • Short abandon: when a contact starts a session but closes it before being routed to an agent.
    • Abandon: when a contact waits to be routed to an agent, but then leaves.
    • Expired: when a contact stops responding in their conversation with an agent.
  12. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.