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How to Configure Inactivity Time and Manage Session Expiration in Blip

  • Updated
  1. Summary
  2. Differences Between Inactivity and Session Expiration
  3. Configuring Inactivity Time by Block
  4. Configuring General Session Expiration in Builder/Studio
  5. Configuring Redirect Expiration in a Router Structure
  6. Tips

 

Summary

The Builder/Studio in Blip provides mechanisms to automatically manage smart contact interactions through structured data validation and response time control. These features allow you to condition the continuation of the flow on the presentation of valid information or redirect inactive contacts after periods of inactivity.

Management ranges from individual rules for content blocks to the general expiration of user sessions throughout the application. Properly configuring these resources ensures that contacts remain at strategic points in the brand’s service journey.

Before you begin

According to the parameters contained in the operational specifications for Builder/Studio, validate the following requirements before beginning the configurations:

  • Have a chatbot with structured flows within the platform’s Blip Builder/Studio .

  • Map the specific content blocks that contain the Wait for response criterion, which characterize a user input available for validation or the application of timeout rules.

 

Differences Between Inactivity and Session Expiration

1. Inactivity by Block (Builder/Studio): This is configured directly in a specific flow block. When the inactivity timeout is reached, the user will follow the rule configured in the block, specifically the exit condition for “User response” > “Does not exist”. In other words, the user is only redirected to an inactivity flow if one has been configured. The time configured in this option must be measured in minutes.

2. General Session Expiration: 

  • Studio: When the user should return to the beginning of the same bot. 

  • Router: This is a global setting. When the session expires, the system ends the user’s current context and redirects them to the beginning of the main bot configured in the router. Deadlines defined for general session expiration must be entered in seconds. This general expiration takes precedence over the customer’s service status, removing them from human service in Blip Desk (without automatically closing the ticket, which requires configuring ticket expiration).

     

Configuring Inactivity Time by Block

You can define a timeout interval for the smart contact to wait for the user’s response before automatically moving them to a new flow state. This setting can be applied to any Builder block, except the Start block or blocks configured for Human Service. Follow the instructions below:

  1. Click the desired content block within the Builder/Studio map.

  2. Go to the User Input area located within the content tab.

  1. Click the toggle to activate the Set inactivity time feature.

  2. Fill in the text field with the maximum time limit to wait for the user’s response. Enter the corresponding value calculated strictly in minutes.

  1. Switch to the tab named Exit Condition, located in the properties panel of the same block.

  2. Add a new rule to structure the condition to be followed if the user’s response does not exist when the defined time is reached.

  1. Configure the rule parameters by filling in the fields exactly according to the following guidelines:

    • Set the If field to User response.

    • Set the Condition field to Does not exist.

    • Configure the Go to field by selecting the next block or state to which the smart contact should direct the customer after the time has elapsed.

 

Configuring General Session Expiration in Builder/Studio

During bot development, it may be necessary to redirect inactive users to the starting point of the conversation. By default, the Builder session never expires, but you can set a maximum inactivity time in seconds. After this period without interactions, the user automatically returns to the beginning of the flow.

  1. Navigate to the platform’s top menu and click the Settings button for Builder/Studio.

  2. Locate the option called Session Expiration and change the corresponding activation toggle to enable it.

  1. Fill in the text field with the maximum general session time allowed for user inactivity. Enter the numerical value calculated strictly in seconds.

  2. Users who do not interact with the chatbot for longer than the time defined in this global setting will be automatically sent by the system to the beginning of this flow.

  3. This automatic redirection will occur regardless of which part of the flow the customer is in, including while they are receiving human service.

 

Configuring Redirect Expiration in a Router Structure

If your service environment uses a smart channel architecture based on a Router structure (Router), apply time-based rules to manage sub-bots.

  1. Access the router configuration properties in the Blip panel.

  2. Enable and configure the redirect expiration time parameter.

  3. Enter the corresponding value for the maximum time limit to wait, calculated strictly in seconds.

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  1. As soon as the customer reaches the specified time limit without registering new interactions, the router will automatically redirect them to the main bot (returning to the beginning of the flow depends on whether the bot is configured to expire or whether the user is already in the initial block).

     

Tips

  • Numeric Value Limits: All maximum timeout values configured in the Builder’s expiration and redirection fields must be entered using an integer within the exact numeric range from 0 to 2,147,483,648.

  • Time Measurement Units: Be sure to pay attention to the different units required by the platform. The time configured in the block inactivity option is measured in minutes. On the other hand, the deadlines defined on the general session expiration and router redirection screens must be entered in seconds.

  • Behavior During Human Service: Remember that the general session expiration setting takes precedence over the customer’s current service status. If the user is talking to a human agent in Blip Desk and stops interacting for longer than the number of seconds defined in the Builder’s global settings, the session will end and the system will unexpectedly move the customer back to the automation’s Start block.

 


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