How to configure user inactivity

You can configure user inactivity in two ways:

1. Through Settings > Manual Chat, you can define which intent will be triggered after a certain period of inactivity. In this configuration, inactivity can only be set per queue, and the same intent is always triggered (the one you selected as the user timeout intent). In the example below, we selected the intent “close conversation.”

Next, in the Queues panel, you can configure after how many seconds the selected intent will be triggered by clicking Edit.

2. Through Menu > Chatbots, you can select the intent in which you want to define user inactivity so that an action is triggered or a message is sent. This configuration does not depend on any queue; it’s just another intent with a defined inactivity period. You can create as many different intents as you need.

How to configure agent inactivity

Just like with the user, you can configure agent inactivity in two ways:

1. Through Settings > Manual Chat, you can define which intent will be triggered after a certain period of inactivity. In this configuration, inactivity can only be set per queue, and the same intent is always triggered (the one you selected as the agent timeout intent). In the example below, we selected the intent “close conversation.”

[IMAGEN]
[IMAGEN]

Then, in the Queues panel, you can configure after how many seconds the selected intent will be triggered by clicking Edit.

[IMAGEN]
[IMAGEN]

2. Through Menu > Chatbots, you can select the intent in which you want to define agent inactivity so that an action is triggered or a message is sent. This configuration does not depend on any queue; it’s just another intent with a defined inactivity period. You can create as many different intents as needed.

Note: Agent inactivity is considered in the following cases:

• From the moment the agent receives the chat (i.e., when the chat is assigned to a specific agent).
• From the user's last response (i.e., the user was the last to speak and is waiting for the agent’s reply).
• If the agent was the last to speak, the intent will not be triggered, since a user response is expected in that case.

Inactivity settings are an important part of the conversational flow design, as they allow you to optimize response times and better track the interaction between users and agents.

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