Rule Template: Wait Time

This template will create rules that trigger when detecting a silence duration longer than XX seconds. It will then Pass the conversation if it detect specific topic(s) ont the agent side ("Sorry for keeping you waiting")

Step 1: create the rule using the "Wait time" template

Step 2: name the rule and give it a long description

Step 3: Decide "how long" the silence should be to trigger the rule

Step 4: Select topic(s) to be detected on the agent side

Step 5: Save the rule. It will now run automatically on all your ticket/chat history, as well as on any new conversation coming into your Helpdesk.