How to configure client inactivity alerts in Blip Desk

Index:

1. Inactivity alert settings

Inactivity alert settings

During a human service, several events can occur that alter the work dynamics of the attendants. With this in mind, Blip Desk created the concept of inactivity alert.

This functionality allows the attendant (human operator connected to the Blip Desk) to receive visual alerts related to a client's inactivity (user interacting with the bot).

In other words, if the user does not interact for a certain amount of time, during an appointment (with an open ticket), the attendant will notice an alert (through a clock icon) indicating that the client is inactive. It is possible to configure 2 alerts:

• 1st Alert: If the user does not interact with the bot for a longer time than the one defined in the first alert, the attendant will perceive the icon of a green clock.
• 2nd Alert: If the user does not interact with the bot for a longer time than the one defined in the second alert, the attendant will perceive the icon of an orange clock.

Important: the alert will start counting from the first unanswered message sent by the attendant. After a response from the customer, the counter is reset.

To configure the first and second alert time, access the Service module of your bot, select the option Basic settings (on the left side menu), activate the Alert configuration for maximum response time and define the time.

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