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Recipe: Silent customer nudge

Remind a customer (or close / note the case) when they go silent for a set time.

Steps

  1. Go to Workflow and click New workflow.

  2. Name it, for example Silent customer nudge.

  3. Trigger: When customer didn't response. Set the timer (for example 1 hour). Days, hours, and minutes are available.

  4. Action: Send Message with your reminder. Optionally add Add Note and/or Close Chat.

  5. Save and enable the workflow.

There is a related exclusive trigger, When agent didn't response, with the same timer options, if you need agent-side silence handling instead.

Related