Create or modify messaging actions that are performed when an event occurs. These actions apply only to messaging.

Before you begin

Activate the Conversational Messaging plugin (com.glide.messaging.awa). For information on activating this plugin, see Activate Messaging Actions.

Role required: admin

About this task

  • For the Requester Message without Agent Response event, the default length of time that elapses before an agent is sent a reminder is 30 minutes.

  • For the Agent Message without Requester Response event, the default length of time that elapses before the conversation is set to the Closed Abandoned state is 2 days.

    If you're using both Virtual Agent and Live Agent, the system closes an abandoned live conversation based on the lowest timeout value for closing conversations. Be aware that other conversation timeout behavior can affect idle live chat timeouts, regardless of the Duration and Action that you specify. For details, see Closing Virtual Agent and Agent Chat conversations.

Procedure

  1. Navigate to All > Conversational Interfaces > Messaging > Actions.
    • To create a new messaging action, click New.
    • To update an existing messaging action, click the messaging action.
  2. On the form, fill in the fields.
    Table 1. Messaging Action form
    FieldDefinition
    Name Name of the messaging action.
    Event Event that starts the timer:
    • Requester Message without Agent Response - message from a requester that has not been responded to by an agent.
    • Agent Message without Requester Response - message from an agent that has not been responded to by a requester.
    Duration Length of time that elapses after the event before the action runs.
    Active Option to track the timers and perform actions.
    Filter Conditions Condition the timer is evaluated for.
    Action Action to perform after the duration of time has elapsed:
    • Prompt Agent - prompt the agent using a Workspace notification.
    • Prompt Requester - display system message with prompt to requester.
    • Reassign - clear the Assigned to field of the interaction so that it can be rerouted to another agent.
    • Set State - set the interaction to the given state.
    Prompt Message displayed to requester. This field appears when you select Prompt Agent in the Action field.
    State State of the interaction. This field appears when you select State in the Action field.
  3. Click Submit for a new messaging action or Update to modify an existing messaging action.