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#1 2021-04-01 04:03:57

rcarrie2011
Member
Registered: 2020-07-10
Posts: 13

Auto close after timeout of visitor not replying

Hello,

After I tried rocket.chat, zammad, LHC and other livechat software, I decided to use LHC because of the strong and complete functionality. Thank you for making such a great software!

However, I'm now stuck at a workflow setup. I'd like to auto close a chat after visitor is not replying for some time. I setup the "Visitor not replying messaging" in the Auto responder like below:
Timeout[1] 180   "We have not heard from you for some time.  Do you wish to continue to chat?"
Timeout[2] 290   "Since we have not heard from you for some time, we will now end this chat."

Then I set the "Automatic chats closing" to 5 in the Chat Configuration. This works in most cases. However it has two problems.
1) This automatic closing calculate the wait time according to the last visitor message time, not the last operator message time. Assume a visitor starts a chat and then 4 minutes later an operator accept the chat, if the visitor does not reply within 1 minute, the chat will be automatically closed.
2) When an operator holds a chat, the auto responder will be disabled but this auto closing still take effect.

So I tried to use a bot to close the chat after the timeout. But the problem is that you cannot set bots for different timeouts as what "Pending chat messaging" allows. It will trigger the bot after each timeout, but I only need the bot when Timout[2] happens.

I tried to use the Response type "Restrict execution more than defined times" and set the times to 2 and trigger the close chat when the limit is reached. However if the visitor replies during the wait time, the limit is not reset. I don't know how to and when to reset the count.

I also tried the Response type "Check for conditions to proceed", but I don't know how to set the condition to let the bot only execute on the Timeout[2].

I'd appreciate it if anyone could help on this problem. I have tried for several days but still don't get a solution. sad

Last edited by rcarrie2011 (2021-04-01 04:04:45)

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#2 2021-04-01 04:12:26

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,451
Website

Re: Auto close after timeout of visitor not replying

For your scenario there is
Automatically close active chat if from last visitor/operator message passed. 0 - disabled, n > 0 time in minutes

Also this one might come in handy
What chat's closes "Automatically close pending chats where visitor has left a chat. Timeout in minutes, last activity by visitor desktop timeout,mobile timeout."?

Read about it here
https://doc.livehelperchat.com/docs/auto-close-delete/


I have written documentation how to use counter if you decide to go your way smile

https://doc.livehelperchat.com/docs/bot … ined-times

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#3 2021-04-01 04:37:23

rcarrie2011
Member
Registered: 2020-07-10
Posts: 13

Re: Auto close after timeout of visitor not replying

Thank you for your fast response!

Automatically close active chat if from last visitor/operator message passed. 0 - disabled, n > 0 time in minutes

This will also auto close the active chat while operator is not replying. I don't want to close the chat in that case.

What chat's closes "Automatically close pending chats where visitor has left a chat. Timeout in minutes, last activity by visitor desktop timeout,mobile timeout."?

The chat is still active. This doesn't work in my problem.

As far as I tested, I think the perfect solution is to use a bot (to close the chat). I just don't know how to limit the bot to run only when the Timeout[2] happens, not run on Timeout[1].

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#4 2021-04-01 05:05:14

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,451
Website

Re: Auto close after timeout of visitor not replying

Just read documentation I pasted. https://doc.livehelperchat.com/docs/bot … ned-times/ and see sample there.

As workflow should be identical in your scenario also
https://doc.livehelperchat.com/docs/bot … n-messages

Also you can use just set chat variable and later check does those exists.
https://doc.livehelperchat.com/docs/bot … onditions/
https://doc.livehelperchat.com/docs/bot … y-operator

I also have extended Automatically close pending chats where visitor has left a chat. Timeout in minutes, last activity by visitor desktop timeout,mobile timeout,status chat. workflow where you can include active chats.

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#5 2021-04-01 08:30:36

rcarrie2011
Member
Registered: 2020-07-10
Posts: 13

Re: Auto close after timeout of visitor not replying

Thank you, remdex!

Actually I read all your online documents before I post the question, but I still cannot figure it out. I set the bot response type "Restrict execution more than defined times" and they will be triggered in the "Auto responder". However I have the problem on resetting the execution count. It should be triggered to reset the count when visitor typed a message. But how to do? As I understand, I have to set the bot in the "Department" settings, thus the bot can check visitor messages. However I don't want the bot to run at the chat start because this will make the chat in the bot mode (I'd like operators manually accept the chat).

Is there any way to make "Visitor not replying messaging" in the "Auto responder" behavior as "Pending chat messaging", that is I can set individual bot for each timeout.
1617265562_pending.png
1617265738_noreplying.png
If I can set the bot for the Timeout[2] only, that will be perfect.

Thanks for your time.

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#6 2021-04-01 08:33:49

remdex
Administrator
From: Lithuania
Registered: 2012-09-23
Posts: 3,451
Website

Re: Auto close after timeout of visitor not replying

This would need some form of refactor. As i never foreseen bot would be used that way big_smile

To reset counter at the moment you can use
https://doc.livehelperchat.com/docs/dev … /webhooks/

Listen for event "chat.addmsguser"

Choose bot and trigger which would reset counter https://doc.livehelperchat.com/docs/bot … -a-counter

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#7 2021-04-01 09:34:11

rcarrie2011
Member
Registered: 2020-07-10
Posts: 13

Re: Auto close after timeout of visitor not replying

aha, I never tried webhooks before. Now the problem is solved. It's perfect now. Thank you very much, remdex!

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