Purpose and Features
The auto-close warning message is a key feature developed to enhance user interaction in call center software and improve mobile user experience. It enables chat sessions to close automatically when the end-user does not respond within a defined time after an agent's message. However, for users not actively viewing the chat on mobile devices, receiving this warning via push notification has become essential.
With this enhancement, the call center software sends a notification to the user through the selected push notification service when the auto-close warning time expires. This ensures that users are informed even while using different tabs or mobile apps.
Core Components of the Feature:
Push Notification Service: Works with a custom push service provided by the customer.
Push Notification Integration: When the auto-close timer expires without a user response, a push notification is triggered.
Webhook Support: The push service is triggered through a specific webhook to send the notification to the user.
Benefits
This feature offers major advantages for mobile users:
Enhanced User Experience:
Users working in other tabs or apps on mobile devices receive alerts via push notifications and stay informed about chat status.
It helps prevent missed messages and supports faster responses.Notification Management:
Ensures users receive auto-close messages more effectively.
Setup
To activate the push notification feature:
For HTTP API Widgets:
System Admin > Chat > Chat Widget > Edit
Enable the auto finish feature;
Define the auto-close message and activate the setting: "Trigger the Automatic Finished Message with the Service", then select the relevant service from the Webhook List;
For Web Chat Widgets:
System Admin > Click2Connect > Click2Connect > Select & Edit Widget
Navigate to Chat > Auto Messages
Activate the "Trigger the Automatic Finished Message with the Service" setting and select the service to be triggered. Additionally, define a message for the Warning Message. This ensures the message appears in the chat history.
Define the message to be sent via push notification within your own service.
We hope this new feature brings value to your operations. We'd be glad to receive your feedback!