#664: How to close empty requests from the chat widget?

Symptoms

Empty chat requests are being created.

Solution

1. Create a new event action with the type Script in Settings - Event Actions.
2. Disable the option Ignore past events.
3. Specify the following conditions:
   • Event type: Request created
   • Request: Status = New
   • Number of responses = 0
   • Source channel: Channel type = Widget
   • Request: Created: specify the time after which the request will be closed if the client does not write anything
4. Add the comment_body variable to the additional context with the text of the response message:

   {
     "comment_body": "Hello! <br/>You did not write a message, so the request will be closed."
   }
   

   If you do not add the variable, the standard text from the code will be used. If you want to send a different response, replace the text with the desired one.

5. Attach the script from the attachment as an action: close_empty_chat.py
6. Enable the trigger.

Cause

The ticket is created by clicking Start chat, even if the client does not write anything.