When a user stops responding for a defined period of time, Frontline automatically executes a configured workflow. This enables you to re-engage users, escalate internally, log engagement signals, or trigger external systems — without manual intervention.
Available across all channels (except Live Chat), Conversation Idle continuously monitors user activity in real time and transforms inactivity into an actionable event.
Instead of letting conversations fade, you can actively manage engagement gaps with structured automation.
Why It Matters
User inactivity is a behavioral signal — not just silence.
Without automation:
Leads cool down
Qualification flows remain incomplete
Conversion opportunities are lost
Manual follow-ups consume operational bandwidth
With Conversation Idle:
Engagement drop-offs become structured triggers
Workflows recover automatically
Internal systems stay aligned with real-time behavior
Teams focus only where human intervention adds value
It converts inactivity into measurable and actionable data.
Common Use Cases
Intelligent Re-Engagement
Send context-aware follow-ups when users pause mid-conversation.
Lead Recovery
Automatically follow up with prospects who showed intent but did not complete a step.
Flow Continuity
Resume onboarding, qualification, or transactional workflows after user drop-off.
Behavioral Tracking
Log inactivity events to update lead scoring, trigger alerts, or flag accounts.
Escalation Logic
Route conversations to a human agent if inactivity persists beyond defined attempts.
How It Works
Conversation Idle is configured per channel and includes three core components:
1. Inactivity Timeout
Define how long the system waits without a user response before triggering.
Example:
15 minutes of user inactivity.
The timer resets each time the user sends a message.
2. Maximum Trigger Count
Set how many times the inactivity trigger can fire within the same conversation.
Example:
Up to 2 automated re-engagement attempts.
This prevents over-automation and repetitive follow-ups.
3. Workflow Action
When the inactivity condition is met, a workflow is executed. You can:
Send an automated message
Call an external API
Update a database record
Trigger internal automation (alerts, tasks, scoring updates)
Escalate or route the conversation
All actions are executed automatically, without closing the conversation and without requiring human intervention.