Question

Can a client be warned and the chat automatically closed after a specified short period of inactivity?

Answer

Yes, such a scenario can be configured. Chats use the Swarmica ticket model, which includes notifications about waiting for a response and automatic case closure. Starting from version 6.0, intervals can be set with precision up to seconds.

It is important to choose from which event to count inactivity. Standard timers work after the ticket is transferred to the appropriate status. If you need to count time from the last message and apply the rule only to a specific chat channel, separate automation is used, possibly with a script.

The scenario sets the warning text, time until closure, and the condition that cancels closure when the client sends a new message. General parameters for auto-closing should not be changed as a setting for one individual widget.

Details: Auto-closing tickets in the status 'Awaiting client response' and 'Solution provided' · Update v6.0.x · Automation based on runtime-scripts · Setting up automatic messages in web chat