Spotter Scenario: Resolve Abandoned Chats

Automatically apply actions when customers don't respond to chats within a set amount of time. With the "Resolve abandoned chats" Spotter Scenario, you decide how long to wait for customers to reply before custom actions are triggered. You can choose to send auto-replies, notify team members, 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:

  1. Click the Spotter icon  in the side panel on the left.
  2. Click the Pre-Made Scenarios tab at the bottom to expand it.
  3. Select the Resolve abandoned chats Scenario.
    Tip: Click the Chat filter to quickly find this Scenario. 
  1. (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.
  2. Set the duration in which customers have to respond in active chats before the Then actions are triggered:
    1. Click time duration in the If condition.
    2. Enter the time duration and click the checkmark .
  3. (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:
7.  Set the Then action(s) that will occur when the If condition is met:
8.  (Optional) Click + Add Action and select another Then action that will occur:
9.  Click Save & Activate.

Related Articles

Using Spotter to Automate Tasks

Using Spotter to Automate Tasks

Use Spotter to automate the tedious tasks that need to be done when common support scenarios occur. Spotter tracks real-time events across your entire support platform, then performs specified actions. Choose f

6 min read
Read Article

Using Spotter to Automate Tasks

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

7 min read
Read Article