When the customer stops replying, ClaudIA can follow up more than once before closing the conversation. Instead of a single question, you define up to 5 attempts, with the interval between them and the text of each one.
When to use
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When a single question is not enough to re-engage the customer and the conversation ends too early.
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When you want to vary the wording on each attempt instead of repeating the same sentence.
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When your product has a longer response cycle and it makes sense to wait hours between one nudge and the next.
Prerequisites
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The sequence is in testing, enabled account by account by our team. If you are interested in taking part, talk to your CSM.
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Automatic Resolution active on the project, with the follow-up question already configured.
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The sequence is set up together with you: the fields are hidden by default and are released per account.
How it works
The sequence lives on the project's Automatic Resolution screen and has four settings.
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Number of attempts. How many questions ClaudIA asks in total, from 1 to 5. With 1, the behaviour is what it is today: a single question.
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Interval between attempts. How long to wait between one question and the next. Each attempt is counted from the previous one.
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Time until closing. How long to wait after the last question before resolving the conversation.
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Text of each attempt. What ClaudIA writes on each attempt, in order. For example: "Hi! Can I still help you with your order?" on the first and "I'll leave it here, but just reply and I'll pick it back up." on the last.
If the customer replies at any point, the sequence resets. The conversation carries on as usual and, if the customer goes quiet again, the count starts over from the first attempt.
The conversation is only closed after the last attempt, never in the middle of the sequence.
Notes
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The total length of the sequence has to fit inside the project's resolution time. The sum of the time until the first question, the intervals and the time until closing cannot exceed the configured resolution time. In practice, turning the sequence on usually means raising that time as well.
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If the text of an attempt is left empty, ClaudIA repeats the last text provided. If none is provided, it uses the follow-up question that already exists on the project.
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If your helpdesk is Cloud Chat, the account's auto-close time also has to be longer than the total length of the sequence. Otherwise, Cloud Chat closes the conversation midway.
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To turn it off, just set the number of attempts back to 1. It takes effect on the next cycle, with no deployment needed.