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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Dynamics 365 Omnichann...
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Dynamics 365 Omnichannel for Customer Service: Auto close an active chat conversation due to customer inactivity

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Posted on by D365EL 298

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!

  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at
    Dynamics 365 Omnichannel for Customer Service: Auto close an active chat conversation due to customer inactivity
    Hey.
     
    There's a default TimeOut for LiveChat, which after 20 mins closes the conversations.  This is documented on https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/auto-close-conversation-powerapps  (if they're open, they're moved to "closed").

    However, with the introduction of asynchronous chats, if the conversation is set to "Active", the jobs will NOT move it to Closed. But if you're not supporting this method, then you might allow supervisors to manually close the conversations.

    Regards,
  • CU17121723-0 Profile Picture
    CU17121723-0 2 on at
    Dynamics 365 Omnichannel for Customer Service: Auto close an active chat conversation due to customer inactivity
    Hi - did you get an answer to your Q outside of this forum?
     
    We have the same requirement and I'd be interested to learn how you proceeded.
     
    Thank you,
     
    Tamim.

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