Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
Two enhancements for the AI Agent Advanced: first, the ability to configure up to three sequential inactivity triggers with distinct re-engagement phrasing; second, the ability to trigger an automatic session closure message after 2 hours of inactivity, similar to how Inactivity triggers currently work. This affects our admins, who cannot build optimal conversational flows, and our customers, who miss out on a proactive and clear conversational experience.
What problem do you see this solving? (1-2 sentences)
This will solve the high drop-off rates (most of all whatsapp) by allowing more persistent and varied re-engagement attempts before a chat is abandoned. Additionally, it ensures a transparent customer experience by clearly communicating to the user when their session has been automatically closed due to time-outs.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This is an ongoing daily issue, especially on the WhatsApp channel, where users frequently close the app, switch to other chats, or get distracted and forget about the open conversation. Currently, sending just one inactivity message is not enough to win back their attention, and because sessions close silently after 2 hours, users often try to resume the chat later expecting their previous context to be active, only to find a dead session. This lack of transparency and lost context causes significant customer friction, leading to confusion and lower bsat scores.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No, there is no viable workaround within the AI Agent Advanced to cycle multiple different inactivity messages or to force a final text notification exactly at the 2-hour automatic session closure.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
The ideal solution is to allow admins to stack up to 3 inactivity steps in ai agent advanced (e.g., after 15, 30, and 45 minutes) each with its own customizable text behavior. Additionally, a native "On Session Close" trigger should be added to the AI Agent settings to automatically send a final goodbye/closure message after the 2-hour timeout.