The "Auto-Close Conversation" feature allows your AI Assistant to automatically end conversation when users go unresponsive. This is useful in use cases like customer support, where you might not want to have infinite conversation threads, but actually track each conversation as a case/ticket and it's resolution.
Here's a step-by-step guide to help you configure this feature effectively. First, you'll need to head to the AI Assistant you want to Edit > Settings > Advanced Settings.
Conversation close settings: This is where you can choose between automatically closing conversations or not. By default, the AI Assistant never closes conversations, only users can close a conversation by clicking on the "restart" button on the live chat widget.
Types of Settings:
Never auto-close conversations (default): Conversations will only end when manually closed by the user.
Close conversations when user has gone unresponsive for: Set a specific time after which inactive conversations will close.
Auto-close behavior in conversations with users:
Once the user goes unresponsive for the pre-configured time, a message will appear on the live chat interface stating that the conversation has ended. A new conversation will then automatically begin based on the assistant settings. The auto-close timer kicks-in only after users have interacted in a conversation to prevent the auto-close feature from looping.
In conversation transcripts
We added an event in the conversation audit log within transcripts that shows when a conversation was ended and the trigger, for example:
"Closed due to inactivity"
"Closed by the user"
