Configuring the live chat for returning customers conversational style

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



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