Configuring the live chat for returning customers conversational style

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

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.

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.

To configure the live chat for returning customers conversation style for messaging, you'll need to create an automation that performs the following actions:

Looks for tickets with a status category of Solved, the channel Messaging, and the number of hours since the ticket status category was solved, in this case, one business hour.

Set that ticket status category to Solved.

Before you start, read Conversational styles in messaging for an overview of each conversational style.

This article contains the following sections:

Creating the automation

More information

Creating the automation

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 Closed.

To create the automation

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Automations.

Select Add Automation.

Enter Live chat returning customer conversation style as a Name for your trigger.

Tip: To help organize your triggers, you can create a category that groups this type of triggers.

Click Add condition.

Configure the following two conditions:

Ticket > Status category > Is > Solved

Ticket > Channel > Is > Messaging

Ticket: Hours since status category solved > (business) greater than > 1

Click Add action to configure what happens when the trigger conditions are met.

Configure the following action:

Ticket > Status category > Closed

When you are finished, click Create automation.

Now, when tickets have a status category of Solved, are in the Messaging channel, and have been solved for more than one hour, the ticket status catefory is set to Closed.

Tip: 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.

More information

Conversational styles in messaging

Configuring the live chat conversational style

Configuring the social messaging conversational style