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Spotter Scenario: Reduce Chat Wait Time
Use the "Reduce chat wait time" Spotter Scenario to apply actions when a chat is waiting for too long. Choose the amount of time chats can be waiting before the actions occur, then customize the actions. You can also add other conditions the chats must meet before the actions are triggered.
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.
To activate this Scenario:
- Click the Spotter icon
in the side panel on the left. - Click the Pre-Made Scenarios tab at the bottom to expand it.
- Select the Reduce chat wait time Scenario.
Tip: Click the Chat filter to quickly find this Scenario.
- (Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
- Set the amount of time a chat can be Waiting before the Then actions are triggered:
- Click time period in the If condition.
- Enter the time period and click the checkmark
.
- Click time period in the If condition.
- (Optional) Click + Add a chat based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary.
Language
.Labels
.Source widget
Assignee
.Priority
.Ticket company
.Custom field value
7. Set the Then action(s) that will occur when the If condition is met:
Send notification
at the bottom of the list.
at the bottom of the list.
to preview the notification.
8. (Optional) Click + Add Action and select another Then action that will occur:
Add internal note
to enable it. Send auto-reply to customer
to enable it.
.Set ticket status
to enable it. 
Assign ticket
to enable it.
or press Enter on your keyboard.Set ticket labels
to enable it. 
.Set or clear custom field
at the bottom of the field or press Enter on your keyboard.
9. Click Save & Activate.
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