Event: Conversation Time Trigger
Overview
The Conversation Time Trigger event is activated when a conversation meets a specific time-based condition. This event helps you ensure timely follow-ups by automatically notifying the right people when a conversation requires attention.
For this event, each automation rule can have only one condition and one action. When the condition is met, the configured action will be executed automatically.
Condition
The condition defines when the automation rule should be triggered based on the conversation's state.
Conversation Unassigned
This condition checks whether the conversation has not been assigned to any agent within the defined time frame. It is useful for identifying conversations that are waiting to be picked up.
Conversation Unanswered
This condition checks whether the conversation has not received a reply within the defined time frame. It helps ensure customers receive timely responses.
Note: You can select only one condition when configuring a Conversation Time Trigger rule.
Action
The action defines what happens when the condition is met.
Send Reminder to Agent(s) or Team(s)
Automatically sends a reminder notification to selected agents or teams when the time trigger condition is met. You can select more than one agent or team to receive the reminder.
Example
Scenario
Ensure unanswered conversations are followed up promptly.
Automation Setup
| Configuration | Value |
|---|---|
| Condition | Conversation Unanswered for 10 minutes |
| Action | Send reminder to selected agents or teams |
Outcome
If a conversation remains unanswered for a defined period, a reminder notification will be sent to the selected agents or teams via email to take action.
