Auto Close
Learn about Ownchat's Auto Close feature, which automatically closes inactive chats after a set duration, alerts customers, and notify Ownchat users to ensure chat management efficiently .
The Auto Close option is a valuable feature to customer chats are appropriately managed and bots can be triggered even if a team member forgets to close the chat manually.
Auto Close Feature:
Purpose: Automatically closes chats that remain open beyond a specified period to enable bot engagement.
Configuration: Set the closing hours for auto close duration (e.g., 12 hours) after which an inactive chat will be automatically closed.
Monitoring Inactivity:
Inactivity Period: The system monitors the chat from the last customer message received.
Automatic Closure: If the chat remains inactive for the set duration (e.g., 12 hours), it will be automatically closed. Once the chat is closed, the bot can be triggered to re-engage the customer.mm
Customer Alert:
Alert Message: If the customer does not interact with Ownchat users, a message is sent to the customer stating, "Your conversation chat will be closed in 1 hour."
Alert Time Setting: This alert message and the time (e.g., 1 hour before closure) can be configured in the "Alert Customer Before" setting.
User Notification:
Push Notification: If a user has not responded to customer queries, a push notification is sent to the user, admin, and owner before the chat is auto-closed.
Notification Message and Time: These notifications and the time before closure can be configured in the settings.
Final Alert and Auto Close:
System Alert: If neither the user nor the admin interacts with the chat, the system sends a final alert or notification. The system will automatically closes the chat, allowing the bot to take over.
Implementation Steps in Ownchat:
Navigate to Settings: Go to the inbox settings in Ownchat.
Enable Auto Close: Turn on the auto-close feature.
Set Duration: Define the auto-close duration (e.g., 12 hours).
Configure Alerts: Set the "Alert Customer Before" time and "Alert User Before" time.
Set Notifications to Ownchat Users: Configure the notification message for users, admin, and owner.
Set Message for Customer: The customer alert message is an essential feature that informs customers about the impending closure of their chat. Click on the update customer alert message, provide the text message in bot like "Your chat will be closed in 1 hour. Please solve the query quickly".
Save Settings: After fill in all the details, Save the configuration to activate the auto-close feature.
By implementing the Auto Close option, Ownchat ensures that customer chats are managed efficiently, providing a seamless experience by engaging bots when necessary and keeping customers informed about chat status.
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