Spotter Scenario: Take Care of Unattended Active Chats

Use the "Take care of unattended active chats" Spotter Scenario to apply actions when team members take too long to respond to active chats. Choose the amount of time team members have to reply, then set up the actions that occur next, such as auto-replies, notifications, and more.

Note:

When snoozing tickets, time-related triggers in Spotter do not count the duration in which tickets are snoozed.

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 Take care of unattended active chats 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 team members have to respond in active chats before the Then actions are triggered:
1. Click time period in the If condition.
2. Enter the time period and click the checkmark .
(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

Custom field value

7. Set the Then action(s) that will occur when the If condition is met:

Send notification

Click Notification next to Send.
Select a notification type:
- Email: Send an email notification:
  1. Click Recipient next to To.
  2. Select the team member(s) and/or group(s) that will receive an email notification. You can select the following options to send notifications to:
    - The member(s) in the chat: Every team member in the chat session.
    - Manager(s) of team member(s) in the chat: The managers of each team member in the chat session.
  3. Click the checkmark at the bottom of the list.
- In-app notification: Send a notification to the Notifications feed of the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Select the team member(s) and/or group(s) that will receive a notification. You can select the following options to send notifications to:
    - The member(s) in the chat: Every team member in the chat session.
    - Manager(s) of team member(s) in the chat: The managers of each team member in the chat session.
  3. Click the checkmark at the bottom of the list.
  4. (Optional) Click Send as an urgent notification to make the notification urgent. Note: Team members must click urgent notifications to remove them from their screen in the Wix Answers app.
    Tip: Click Preview next to the toggle to preview the notification.
- Slack Notification: Send a notification to your relevant Slack channel(s) or in a direct message to someone in Slack:
  Note: To use this feature, create an email address in Slack for the relevant channel or direct message.
  1. Click Slack mailboxes next to To.
  2. Enter the email address of the Slack channel or direct message and press Enter on your keyboard.
  3. Repeat the above step to add more Slack email addresses.
(Optional) Add another type of notification:
1. Click + Add Action below the notification you just set.
2. Select Send notification.
3. Repeat steps 1-2 above.