Is there an event to end the session after 20 minutes of visitor's inactivity in the chat?

8 Comments

  • Greg - Community Manager
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    Hi Kira Alexeeva! I checked our documentation and I don't see any specific listeners for a chat session to end, however I do have a couple of ideas (some not great, some...slightly better?) based on your use-case. If you could share what you're looking to do here, I think we can find a solution for you!

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  • Kira Alexeeva
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    Hi Greg!

    Thanks for the feedback.

    We use Just-AI bot platform for first line chat support via conversational API.

    In situations when a user request cannot be handled by the chatbot, we transfer the visitor to operators (they use Zopim). The transfer works. But the chatbot remains in the channel and sometimes continues to communicate with the user. 

    It is necessary that the bot remained in the channel, listened to messages, but was silent until the end of the session.

     

    Waiting for feedback!

    Thanks!

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  • Greg - Community Manager
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    Thanks for the update...just a few clarifying questions:

    • You mentioned that the chatbot remains in the channel...do you mean that it remains in the chat while the agent and the end-user are still communicating?
    • With this information in mind, why is the chatbot still in the chat and how would the end of session event help in this scenario?
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  • Kira Alexeeva
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    Hi Greg,

    • You mentioned that the chatbot remains in the channel...do you mean that it remains in the chat while the agent and the end-user are still communicating?

    Yes.

    • With this information in mind, why is the chatbot still in the chat and how would the end of session event help in this scenario?

     

    After the dialogue is transfered, we need the chatbot to listen and log user messages with the operator. And be silent till the end of this dialogue. Bot can again enter the dialog only after 20 or more minutes of innactivity of user. 

    the chat session ends automatically after 20 minutes of visitor's inactivity in the chat. So we think we need some kind of "clossingsession" event.

    Generally, we need some kind of trigger (may be not the end of the session) so that the bot understands that this session is completed. And he can again enter into dialogue.

    Hope it's clear.

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  • Greg - Community Manager
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    Thanks for the update! Just so that I can understand a bit more, how does the chatbot leave the session when the chat is ended for other reasons? 

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  • Kira Alexeeva
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    Hi Greg,

    What kind of other reasons are possible? 

     

     

     

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  • Greg - Community Manager
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    The end user could leave the chat, which would end the session. You could also be using one of our JS APIs for the widget to programmatically end it. So I'm just trying to figure out how you're currently handling this in those other  situations.

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  • Kira Alexeeva
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    Hi Greg,

    Other situations we support according to the documentation.

    We do not need to end the session on our side.

    We need an event about the end of the session to use it on uor side.

    May be you can provide us documentation that contains a list of events that you have and which we can handle on our side.

    Thanks!

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