Closing abandoned live chat sessions

Let’s learn how to set up a trigger that will automatically close the live chat in case the agent or the customer doesn't react in a certain amount of time.

First of all, you will need to create a trigger with the event 'message created' and delayed execution with the time to close + 1 second (i.e.120 +1)

Now we add the conditions to the trigger:

1. Excluded tags condition (same as added by the job). 

2. Message direction: inbound for customer or Outbound for Agent 

3. Included channel = live chat

After finishing the first set of conditions and it's time to set the delayed conditions:

1. Message reply: The message does not have a reply

2. Last Message Sent: inbound for customer or Outbound for Agent 

The last step is creating the jobs for the trigger to execute.

First, you need a job to  change the case status to closed

And the second job is adding a tag to the case

Once done, you just need to activate your trigger.

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