Recipe: Managing a surge in messaging traffic (messaging 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 messaging routing. If you are using omnichannel routing, see Managing a surge in messaging traffic (omnichannel 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 (omnichannel 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 messaging settings to route your messaging tickets.

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 and adds an abandoned_queue tag.

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 > Channel | is | Messaging

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

Step 2: Create a view to follow up

Now, 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 I 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: