What is it?
Bot Tickets Auto-Close Rules ensure that bot-generated tickets are automatically closed if a customer does not respond within a specified timeframe. This prevents inactive bot conversations from cluttering the inbox and helps agents focus on active queries.
How it Works:
A bot-generated ticket is created when a customer interacts with an automated chatbot. However, if the customer does not engage further, the ticket remains open indefinitely unless auto-close rules are applied. With Bot Tickets Auto-Close Rules enabled, if there is no response from the customer within a set duration, the system will automatically close the ticket.
Why Enable Auto-Close for Bot Tickets?
- Prevents inbox clutter – Ensures inactive bot conversations do not stay open unnecessarily.
- Improves efficiency – Helps agents focus on active, customer-driven tickets.
- Enhances ticket resolution – Ensures bot interactions are effectively managed without manual intervention.
Configurable Auto-Close Timing
Businesses can define the inactivity duration after which bot-generated tickets should be automatically closed.
Platform | Minimum Timeout | Maximum Timeout | Default Timeout |
WhatsApp | 5 minutes | 1 hour | 30 minutes |
Instagram | 5 minutes | 1 hour | 30 minutes |
Example Scenario:
- Ritika, a customer, interacts with the bot on WhatsApp for order tracking.
- The bot provides the requested details.
- Ritika does not respond further within 30 minutes.
- The ticket is automatically closed, keeping the inbox clean.
Summary:
✅ Closes bot-generated tickets after a set period of inactivity.
✅ Prevents inbox clutter by managing inactive bot interactions.
✅ Customizable timeouts for WhatsApp & Instagram.