Follow-up & resolution

Inactive user follow-up, reopen resolved chats, and out-of-office replies.

Follow-up & resolution

Follow-Up and Resolution ensures every conversation reaches a satisfying conclusion.

Inactive User Follow-Up (24-hour follow-up message)

Remind users if they haven’t responded within 24 hours and the chat is unresolved.

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Step 1: Open Inactive User Follow-Up

Select Inactive User Follow-Up.

Inactive User Follow-Up option in Follow-Up and Resolution

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Step 2: Enable it

Click the slider to activate it.

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Step 3: Choose the reply type

Inactive User Follow-Up configuration: Custom Reply Material or Flow

• Custom Reply Material – Send a custom message.

• Flows – Select a flow.

Reopen Resolved Chats

Automatically reassign resolved or expired chats if users reply again.

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Step 1: Open Reopen Resolved Chats

Go to Reopen Resolved Chats.

Reopen Resolved Chats option in Follow-Up and Resolution

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Step 2: Enable it

Enable it using the slider.

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Step 3: Choose the response method

• Custom Reply Material – Send a custom reply.

• Flows – Choose a flow.

Always Send Out-of-Office Reply

Send an out-of-office reply even if no keyword matches.

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Step 1: Open Always Send Out-of-Office Reply

Open Always Send Out-of-Office Reply.

Always Send Out-of-Office Reply option in Follow-Up and Resolution

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Step 2: Enable it

Click the slider to enable it.

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Step 3: Select how the reply should be sent

Out-of-office reply configuration: Custom Reply Material or Flow

• Custom Reply Material – Send a custom message.

• Flows – Choose a flow.