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Hello Community,
During a live chat in Omnichannel, if for whatever reasons the the customer walks away from the chat without ending the chat, the conversation chat will continue to remain "active" from the agent's perspective even though the customer is no longer there. Is there a way we could make the system to automatically close such inactive conversation after a certain time? In reading this Microsoft article, out of the box it appears active chat conversation will not auto close. Wondering if anyone has encountered this kind of use case and has other workarounds?
https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-conversation-state
Thanks!
A default time is set for the conversations to close automatically in the contact center. That is, if a conversation in a certain stage remains in the stage for more than the default time, then the conversation is moved to the closed state. Conversations achieve closure, allowing customer service representatives to focus on other tasks, enhancing productivity.
The scheduler checks conversations every 5 minutes to identify conversations that don't transition for more than the default configured time. Such conversations become eligible for automatic closure, so the next time the scheduler runs, the conversations are moved from the existing state to the Closed state.
you can read from Microsoft learn
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-conversation-powerapps
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