Timeout and close behavior
Pega Customer Service enables you to configure the timeout and close behavior of Legacy Webchat and Digital Messaging channels, such as Web Messaging, Apple Business Chat, Facebook Messenger, SMS, Twitter Direct Messages, WhatsApp, iOS SDK, Android SDK and Channel API.
- Handle the idle time of the customer conversation
- Send reminder messages to the customers after timeout
- Configure settings when the the network disconnects from the CSR or the CSR closes the conversation tab in Interaction Portal or logs out of the network
- Handle customer questions when the CSR becomes unavailable during off-hours
To configure the timeout and close behavior settings, perform the following steps:
- In the navigation pane of App Studio, click .
- In the list of chat and messaging
settings, click
Timeout and close behavior.
Result: The Timeout and close behavior page has tabs for different Digital Messaging channels and Legacy Webchat. - Click the tab of the channel for which you want to configure the timeout and
behavior settings.For more information, see Timeout and close behavior of Digital Messaging channels and Timeout and close behavior of Legacy Webchat.
- Click Save.
Timeout and close behavior of Digital Messaging channels
Enable the timeout and close behavior settings of the Digital Messaging channels.
Configuring timeout settings of Web Messaging and private channels
Configure the timeout and close behavior settings of Web Messaging and private Digital Messaging channels, such as Apple Messages for Business, Facebook Messenger, SMS, Twitter Direct Messages, WhatsApp, Mobile SDK, and Channel API.
- In App Studio, click .
Result: The system displays the Time and close behavior section. - Click the Web Messaging tab.
The following figure displays the timeout and close behavior settings for Web Messaging:
Timeout and close behavior settings for Web Messaging - The system displays the following sections:
- After you configure the settings, click Save.
Idle timeout
Idle timeout is the behavior when a customer or a CSR have not messaged for a specified time.
- In the Idle timeout section, perform the following steps:
- In the If CSR is idle for field, enter an amount of time to specify the CSR idle time.
- In the Idle timeout list, select one of the
following units of time:
- mins (default)
- hours
- days
- In the then field, configure the timeout
behavior from the following options:
- Requeue interaction
- To route a request to any agent, the system queues the conversation first. The Requeue interaction option requeues the conversation after the timeout, and then routes the conversation on a first in, first out basis.
- Requeue interaction with priority
- The Requeue interaction with priority option gives the conversation priority to be requeued before queuing or requeuing any new interaction.
- End conversation (default)
- The End conversation option ends the conversation.
- Switch to long running
If a conversation is set to long running, then whenever a customer sends any message, the system queues the conversation for routing.
- In the If Customer is idle for field, enter the amount of time to specify the customer idle time.
- In the Idle timeout list, select one of the
following units of time:
- mins (default)
- hours
- Days
- In the then field, which specifies the behavior
at timeout, the system displays the end
conversation option, by default.
For example: If the customer is idle for 15 minutes, then the system ends the conversation.
Reminder message
Reminder message is a message that system sends the customer that the conversation has been idle for a certain time.
- Send a reminder if the customer is idle for a specified amount of time by selecting the Enable to send reminder message to customer checkbox.
- In the Idle time and the Idle time out fields, enter a numeric value, and then select the unit of time after which the system sends a reminder to the customer.
- In the Reminder message field, enter a relevant message
that the system sends to customer after the idle timeout.
Note: The default value for the Reminder message field is set to 5 minutes.
CSR disconnection settings
- In the Disconnection time field, enter a numeric value
in seconds that is the amount of time that a CSR has to reconnect after
disconnecting.
Note: After a conversation times out, a new message from the customer triggers a new chatbot interaction. - In the Behavior at network disconnection list, select
one of the following actions to perform after the allowed time lapses:
- requeue interaction
- requeue interaction with priority
- end conversation
Note: The default value for Web Messaging is end conversation.
CSR leaving settings
CSR leaving settings are for configuring the behavior when a CSR closes the conversation tab in the interaction portal or logs out of the system.
- In the CSR leaving settings section, in the
Behavior at interaction close list, select one of the
following options that describes the behavior of the system when a CSR closes
the conversation tab in Interaction Portal or logs out of the system:
- Requeue interaction
- Requeue interaction w/ priority
- end conversation
- switch to long-running
Note: - The default value for Web Messaging and all private Digital Messaging channels except Facebook Messenger is end conversation.
- In Facebook Messenger, when the CSR closes an interaction tab or logs out, the default value for Behavior at interaction close is switch to long-running.
Time before ending an unassigned or idle interaction
A new message from the customer will trigger a new bot interaction after the conversation is idle for the specified amount of time.
- In the Idle time field, enter a numeric value for time.
- In the Idle timeout unit list, select any of the
following units of time:
- Hours
- Days
The default idle time is 24 hours.Note: Pega Customer Service runs a job scheduler called cyUpdateQueuedConversations every hour for removing the unassigned/idle interactions after timeout.
Configuring timeout settings of public messaging channels
Configure the timeout and close behavior settings of public messaging channels, such as Facebook public and Twitter public.
- In App Studio, click .
Result: The system displays the Time and close behavior section. - Click the Web Messaging tab.
- In the CSR disconnection settings section, perform the
following steps:
- In the Disconnection time field, enter a numeric
value, in seconds, that is the allowed time to reconnect after a CSR
disconnects.
Note: After the conversation times out, a new message from the customer triggers a new chatbot interaction. - In the Behavior at network disconnection list,
select one of the following options to perform after the allowed time
lapses:
- requeue interaction
- requeue interaction with priority
- end conversation
Note: The default value is end conversation.
- In the Disconnection time field, enter a numeric
value, in seconds, that is the allowed time to reconnect after a CSR
disconnects.
- In the CSR leaving settings section, in the
Behavior at interaction close list, select one of the
following options that describes the behavior of the system when a CSR closes
the conversation tab in Interaction Portal or logs out of the system:
- Requeue interaction
- Requeue interaction w/ priority
- end conversation
Note: - All other digital messaging channels have a fourth option: switch to long-running. The default value is end conversation.
- In the Time before ending an unassigned or idle public
interaction section, perform the following steps:
- In the Idle time field, enter a numeric value for time.
- In the Idle timeout unit list, select one of the
following units of time:
- Hours
- Days
Note: The default idle time value is 48 hours.
Timeout and close behavior of Legacy Webchat
- In the navigation pane of App Studio, click .
- In the list of chat and messaging
settings, click
Timeout and close behavior.
Result: The Timeout and close behavior page has tabs for different Digital Messaging channels and Legacy Webchat. - Click the Legacy Webchat tab.
- To ensure that inactive chat conversations are ended within a specified time,
select the Chat follow-up check box, and then configure
the following settings:
- To define the period of time that the application should wait before
sending a reminder message, in the Send follow up message
after (seconds) field, enter a number of seconds.
For example: If you enter 240 seconds, the application keeps track of any activity in the chat for this period of time. If no activity happens during this period, the application considers the chat inactive and sends a reminder message to the CSR and the customer. - In the Customer reminder message and CSR reminder message fields, enter the reminder messages that you want to send.
- To define the period of time that the application should wait before
automatically ending an inactive chat session and sending a message to
the customer and the CSR, in the Send wrap up message after
(seconds) field, enter a number of seconds.
For example: If you enter 300 seconds, the application waits for 5 minutes before it automatically ends the conversation, and then sends a message to the customer and the CSR informing them that the chat session has ended. - In the Customer wrap up message and CSR wrap up message fields, enter the wrap-up message that you want to send.
- To define the period of time that the application should wait before
sending a reminder message, in the Send follow up message
after (seconds) field, enter a number of seconds.
- In the Time before ending an unassigned or idle
interaction section, perform the following steps:
- In the Idle time field, enter a numeric value for time.
- In the Idle timeout unit list, select any of the
following units of time:
- Hours
- Days
- In the When CSRs are unavailable section, perform the
following steps:
- Select the Allow end-customers to submit an email when chat
is unavailable check box, to send an email to the
customers when the chat is unavailable.
Result: The system displays the Email channel name list. - In the Create in application field, the system displays the application name based on the selected email channel.
- In the Office email access group name list, select the access group of your choice.
- Select the Allow end-customers to submit an email when chat
is unavailable check box, to send an email to the
customers when the chat is unavailable.
- Click Save.
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