Configuring the live chat for returning customers conversational style

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<p class="p">Live chat with a returning customer is similar to the live chat-type conversation, but
has a gap between solving a ticket and closing it. This enables the end user to return
to the conversation within a set period of time to reopen the ticket and continue
discussing the original topic.</p>
<p class="p" dir="ltr">Before configuring this conversational style you will need to decide the length
of time you want to wait before marking the solved ticket as closed. The length of time
you decide on will depend on the type of query you are handling, the nature of your
business and how likely it is that the customer will return to continue a conversation
on the same issue. </p>
<div class="p">To configure the live chat for returning customers conversation style for messaging,
you'll need to create an automation that performs the following actions:<ol class="ol" id="messaging_conversational_styles_live_returning__ol_snr_hqz_pyb">
<li class="li">Looks for tickets with a status category of <strong class="ph b">Solved</strong>, the channel
<strong class="ph b">Messaging</strong>, and the number of hours since the ticket status category
was solved, in this case, one business hour.</li>
<li class="li">Set that ticket status category to <strong class="ph b">Solved</strong>.</li>
</ol>
</div>
<p class="p">Before you start, read <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6088892450586" target="_blank">Conversational styles in messaging</a> for an overview of each
conversational style.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="messaging_conversational_styles_live_returning__ul_mrp_frz_pyb">
<li class="li"><a class="xref" href="#topic_ydm_drz_pyb">Creating the automation</a></li>
<li class="li"><a class="xref" href="#topic_il5_pzy_pyb">More information</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ydm_drz_pyb">
<h2 class="title topictitle2" id="ariaid-title2">Creating the automation</h2>
<div class="body">
<p class="p">Use the following procedure to create an automation that changes the status category
of solved messaging tickets that have been open for more than one business hour to
<strong class="ph b">Closed</strong>.</p>
<p class="p"><strong class="ph b">To create the automation</strong></p>
<ol class="ol" id="topic_ydm_drz_pyb__ol_jtv_zjn_qyb">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ydm_drz_pyb__image_ktv_zjn_qyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Automations</strong>.</li>
<li class="li">Select <strong class="ph b">Add Automation</strong>.</li>
<li class="li">Enter <strong class="ph b">Live chat returning customer conversation style</strong> as a <strong class="ph b">Name</strong>
for your trigger.<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> To help organize your triggers, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834781594" target="_blank">create a category</a> that groups
this type of triggers.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Add condition</strong>.</li>
<li class="li">Configure the following two conditions:<ul class="ul" id="topic_ydm_drz_pyb__ul_uc5_fgz_pyb">
<li class="li">
<strong class="ph b">Ticket &gt; Status category</strong> &gt; <strong class="ph b">Is</strong> &gt; <strong class="ph b">Solved</strong>
</li>
<li class="li">
<strong class="ph b">Ticket &gt; Channel</strong> &gt; <strong class="ph b">Is</strong> &gt; <strong class="ph b">Messaging</strong>
</li>
<li class="li">
<strong class="ph b">Ticket: Hours since status category solved</strong> &gt; <strong class="ph b">(business)
greater than</strong> &gt; <strong class="ph b">1</strong><p class="p"><img class="image" id="topic_ydm_drz_pyb__image_xbf_lkn_qyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lccs4.png" width="750"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Add action</strong> to configure what happens when the trigger conditions
are met.</li>
<li class="li">Configure the following action:<div class="p">
<ul class="ul" id="topic_ydm_drz_pyb__ul_wtp_4gz_pyb">
<li class="li">
<strong class="ph b">Ticket &gt; Status category</strong> &gt; <strong class="ph b">Closed</strong>
</li>
<li class="li">
<p class="p"><img class="image" id="topic_ydm_drz_pyb__image_xdm_nln_qyb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lccs5.png" width="700"></p>
</li>
</ul>
</div>
</li>
<li class="li">When you are finished, click <strong class="ph b">Create automation</strong>.</li>
</ol>
<p class="p">Now, when tickets have a status category of <strong class="ph b">Solved</strong>, are in the <strong class="ph b">Messaging
</strong>channel, and have been solved for more than one hour, the ticket status catefory
is set to <strong class="ph b">Closed</strong>.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> To apply the live chat for returning customers conversational style
to specific types of tickets, you'll need to add additional conditions to be
added to this trigger.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_il5_pzy_pyb">
<h2 class="title topictitle2" id="ariaid-title3">More information</h2>
<div class="body">
<ul class="ul" id="topic_il5_pzy_pyb__ul_i5l_qzy_pyb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6088892450586" target="_blank">Conversational styles in
messaging</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6088983050138" target="_blank">Configuring the live chat conversational
style</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6089032137754" target="_blank">Configuring the social messaging
conversational style</a></li>
</ul>
</div>
</div>
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