Recipes: Using ticket triggers to manage abandoned conversations

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There are two ticket trigger conditions that can be used to identify tickets associated
with messaging conversations when a customer is no longer present:

Ticket Messaging session state
Ticket Messaging session inactive reasons

These conditions allow you to identify tickets that become inactive because the end user
closed their browser or disconnected from the internet. For example, you can use these
conditions to automatically handle the following scenarios:


Automatically solving abandoned conversations
Reassigning abandoned conversations for email follow-up
Re-routing inactive conversations to secondary queue with lower priority
Tagging abandoned conversations for reporting




Automatically solving abandoned conversations

The following ticket trigger conditions and actions automatically solve tickets
associated with messaging conversations abandoned by the end user by leaving the
website or going offline. This prevents abandoned conversations from lingering in
the queue and getting assigned to agents.
Meet ALL of the following conditions:

Ticket Status category | Is | Open
Ticket Messaging session state | Changed to | Inactive
Ticket Messaging session inactive reason | Is | User inactive or offline

Actions:

Ticket Status category | Solved
Ticket Add tags | abandoned_conversation




Reassigning abandoned conversations for email follow-up

The following ticket trigger conditions and actions automatically reassign tickets
associated with abandoned conversations to be treated as email tickets by
omnichannel routing and assigns it to a group of agents who can follow up with the
end user asynchronously.
Meet ALL of the following conditions:

Ticket Messaging session state | Changed to | Inactive
Ticket Messaging session inactive reason | Is | User inactive or offline

Actions:

Ticket Set routing channel | Email
Ticket Group | email_group
Ticket Priority | Normal




Re-routing inactive conversations to secondary queue with lower priority

The following ticket trigger conditions and actions automatically deprioritizes
inactive conversations so that the high priority messaging queue is used only for
active conversations.
Meet ALL of the following conditions:

Ticket Priority | Is | High
Ticket Messaging session state | Changed to | Inactive
Ticket Messaging session inactive reason | Is | User inactive or offline

Actions:

Ticket Priority | Low
Ticket Group | secondary_group




Tagging abandoned conversations for reporting

The following ticket trigger conditions and actions automatically adds a tag that can
be used to identify abandoned conversation tickets for reporting purposes.
Meet ALL of the following conditions:

Ticket Messaging session state | Changed to | Inactive
Ticket Messaging session inactive reason | Is | User inactive or offline

Actions:

Ticket Add tags | abandoned_conversation



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