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Someone

over 1 year ago

My apologies for the ambiguity in the bug report. What I'm noticing is that it's not a 90 seconds delay before bot intervention. I've experienced the delay going on as long as six minutes without notifying the front-end chat user of anything...

Use case - If I'm chatting with a front-end user and there's a knock at my front door. Without letting the front-end user know that I'm going to answer my door "real quick", I go to answer it and I get tied up for 30 minutes. At this point, I'm not sure if or when the bot will intervene...

I just tried it again and this time it was almost exactly 3 minutes before the bot responded, making it seem that the user's "it's been 90 seconds, still nothing. Hello?" comment triggered the countdown. Screenshot - http://research.pachecoconsulting.co/Qg386O

It seems to me that it would make more sense if the bot automatically responded after 90 seconds of inactivity (full stop). At this point, I feel like it's unclear what triggers the start of the 90-second bot countdown...

S
Someone

over 1 year ago

Hi Michael !

Concerning your first problem with the bot delay, there seems to be no problem with your case: the bot response after 90 seconds is only triggered when an agent doesn't answer to a customer. There is no message to tell the customer that the agent is gone.

We will come back to you as soon as possible concerning your message content though :)

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