Message Created: Inactivity Pop-Up

Origin: Messages

You can use the Message Created trigger to display inactivity pop-up notifications to customers who initiated digital chats. The pop-up prompts them to confirm if they're still in the chat session. Complete the steps below to create a Workflow Automation trigger that:

  • Detects when a customer is inactive after an agent's outbound message, then

  • Executes a job after a defined period of inactivity.

Create This Trigger

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Digital > Automation Triggers.

  3. Click Add trigger.

  4. Enter a descriptive Name for the trigger; for example, Outbound Inactivity – 3 Minutes. Since you can assign multiple jobs to the same trigger, use a name based on the event or conditions rather than an associated job.

  5. From the Event drop-down, select Message Created.

  6. In the Delayed execution field, enter the number of seconds after which the inactivity pop-up should appear, plus one. For example, if the pop-up should appear after 3 minutes of inactivity, enter 181. This is the recommended value.

    Delayed execution determines how long Digital Experience should wait after an event occurs before firing the trigger. Conditions configured in the Delayed Conditions section should not exceed this time period.

    By using a 181-second delay and a 3-minute Last Message Sent condition, you ensure:

    • The system waits long enough before evaluating delayed logic.

    • The inactivity behavior only triggers if the customer remains inactive for the full 3 minutes.

    • The delayed timer ensures consistent evaluation timing.

  7. If you have folders that organize your triggers, you can select which folder to put this trigger in from the Folder drop-down.
  8. Click Save. Next, from the detail page, you'll configure conditions.

Add Conditions to the Trigger

This trigger uses conditions and delayed conditions. Conditions are checked immediately when the trigger event occurs. Delayed conditions are rechecked after the delayed execution time.

  1. Next to Conditions, click Add Condition.

  2. Use the drop-down to select these conditions:

    • Include Channels Condition. Then click Choose Channel. In the page that opens, select the digital channels you want to include in this Workflow Automation. Click Back.

    • Current Contact Assignment. Then, in the drop-down, select The case is assigned to the agent inbox.

    • Message Direction. Then, in the drop-down, select Message is outbound.

    These conditions ensure that inactivity logic only starts when the outbound message is from an agent, the case is still assigned to that agent, and the channel is one you intend to monitor.

  3. Next to Delayed conditions, click Add Condition. Some of the conditions you added in the previous step should be added as delayed conditions as well. This verifies that all conditions are still true after the delayed condition timer is triggered.

  4. Use the drop-down to select these conditions:
    • Current Contact Assignment. Then, in the drop-down, select The case is assigned to the agent inbox.
    • Message Direction. Then, in the drop-down, select Message is outbound.
    • Last Message Sent. Then, in the drop-down, select Outbound and enter the appropriate number of minutes in the last field, Enter minutes between 0-59. Enter 3 if you entered 181 seconds previously.

    These conditions ensure that the inactivity conditions are met after the specified amount of time from the agent's last outbound message, if no new inbound message has been received.

  5. Click Activate at the top to activate this trigger and its conditions.

Add Optional Conditions

In some cases, an agent may need more than the specified amount of time (for example, 3 minutes) to research before responding. This can cause the inactivity timer to trigger prematurely. To address this issue, configure one of the following conditions. Do not configure both.

Add Content Contains Condition

This condition allows you to specify text that must be in a message in order for the job to be executed.

  1. Next to Conditions, click Add Condition.

  2. Use the drop-down to select the Content contains condition.

  3. Click Define Content.

  4. In the page that opens, select Case sensitive and Search in message content.

  5. Enter the text you want to require. For example, Are you still there? You can create a quick response with this text to ensure agent consistency.

  6. Scroll to the bottom of the page and click Save.

Add Include Tags Condition

This condition allows you to select a tag that must be applied to a message in order for the job to be executed. If the tag is added after the execution timer expires, the inactivity pop-up will not trigger.

  1. Next to Delayed conditions, click Add Condition.

  2. Use the drop-down to select the Include tags condition.

  3. Click Choose Tag.

  4. Click Add the tags you want to require.

  5. Click Back.

Add a Job

  1. From the detail page, click either Add new job or Add existing job, depending on if the job you want already exists.

  2. If you clicked Add new job, follow the steps to create the job you want. Refer to these detailed instructions for building an Inactivity Popup job, including recommended configuration and settings.
  3. If you clicked Add existing job:
    1. Use the drop-down to select the job you want.
    2. Click Add.