Recipe: Managing a surge in messaging traffic (omnichannel routing configuration)

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In this recipe, we’ll walk you through a process that uses the End session ticket trigger
action to manage a surge in messaging traffic. This trigger removes inactive messaging
tickets from the queue, allowing you to prioritize more recent messaging tickets where
the end user is still active.
If you are migrating from live chat to messaging, this recipe replicates the missed chat workflow.
Note: This recipe is for accounts
using omnichannel routing. If you are using messaging routing, see Managing a surge in messaging traffic (messaging routing
configuration).

The recipe includes the following sections:


Overview
Step 1: Create a ticket trigger to identify, end, and tag inactive tickets
Step 2: Create a view to follow up
Step 3: Create a trigger to solve tickets abandoned by the end user
Step 4: Create an automation to close the ticket


Related recipes:


Recipe: Managing a surge in messaging traffic
(messaging routing configuration)
Recipe: Managing tickets created outside of
business hours using End session as a ticket trigger action
Recipe: Reporting on messaging tickets with
ended sessions




Overview

The process described in this recipe:

Identifies an inactive messaging ticket.
Ends the messaging session for the ticket and tags it as abandoned.
Creates a view to track abandoned tickets.
Solves and closes the abandoned ticket.

This recipe assumes your account meets the following configuration requirements:


Messaging is activated.

The end session feature is turned on.

You’re using omnichannel routing settings to
route your messaging tickets.

You’re counting inactive tickets toward agent
capacity.
You’ve created a trigger category called
“Ticket surge management.” You can also use any pre-existing trigger categories
or create a new category when building the trigger.




Step 1: Create a ticket trigger to identify, end, and tag inactive tickets



Start by creating a support ticket trigger
that identifies tickets created in the messaging channel that become
inactive, are not assigned to any user, and do not already have the
abandoned_queue tag.
The trigger then automatically ends the
related messaging session, adds an abandoned_queue tag, and removes the
ticket from the queue.



Basics

In your newly created trigger, add the following basic information:



Trigger name (required, but you can use any name you want):
Abandoned tickets

Description (optional): Identifies and tags inactive tickets.

Trigger category (required, but you can use any category you
want): Ticket surge management





Conditions

Add the following conditions to the trigger:


Meets ALL of the following conditions:

Ticket > Assignee | is | -
Ticket > Messaging session state | Changed to | Inactive
Ticket > Tags | Contains none of the following |
abandoned_queue







Actions



Add the following actions, then save the trigger:

Ticket > Messaging session | End Session
Ticket > Add tags | abandoned_queue

Ticket > Group | -







Step 2: Create a view to follow up

Now, you'll add a view that compiles all tickets with
the abandoned_queue tag added by the new trigger. You can refer to this view
to monitor abandoned messaging tickets and to follow up with those conversations if
needed.


Basics

Add a view with the following basic information:



Name: Abandoned queue

Description (optional): All tickets tagged with abandoned_queue

Who has access: Choose the internal users who can access the view






Conditions

Add the following conditions and save the view:
Tickets must meet all of these conditions to appear in the view

Ticket > Tags | Contains at least one of the following |
abandoned_queue

Assignee | is | -





Step 3: Create a trigger to solve tickets abandoned by the end user

Next, you’ll create another trigger that solves the tickets that have the
abandoned_queue tag.


Basics

In this new trigger, add the following basic information:



Trigger name (required, but you can use any name you want): Solve
abandoned tickets

Description (optional): Solves tickets with the abandoned_queue
tag

Trigger category (required, but you can use any category you
want): Ticket surge management





Conditions

Add the following conditions to the trigger:


Meets ALL of the following conditions:

Ticket > Channel | Is | Messaging
Ticket > Tags | Contains at least one of the following |
abandoned_queue







Actions

Add the following action, then save the trigger:



Ticket > Ticket status | Solved







Step 4: Create an automation to close the ticket

Finally, you’ll create an automation to close messaging
channel tickets that include the abandoned_queue tag and have been marked
Solved.


Basics

In this new automation, add the following basic information:



Automation title: Close abandoned and solved messaging tickets






Conditions

Add the following conditions to the trigger:
Meet all of the following conditions:

Ticket > Channel | Is | Messaging
Ticket > Tags | Contains at least one of the following |
abandoned_queue

Ticket > Status category | Is | Solved




Actions

Add the following action, then save the automation:
Perform these actions:

Ticket > Status category | Closed




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