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.

This Workflow Automation job is only supported for digital chat. It does not work for Bring Your Own Channel (BYOC) or any other digital channel.

Create This Job

  1. Click the app selector icon of 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.