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Facebook Chats Timeout After 24 Hours
8x8 Support

Facebook Chats Timeout After 24 Hours

 

Symptom

The agent comes online after a weekend to find their chat session has ended due to customer inactivity from a Facebook channel.

It appears in their AGUI chat box as follows: 

clipboard_eba71c244d495c1436a99e8ce420d1159.png

Applies To

  • Contact Center 9.13+ integrated with Facebook

Cause

Facebook has changed its business terms and conditions that anyone with a business account must adhere to responding to chats in 24 hours or close the chat. This was put in place to prevent companies from being able to use very old chat information to do mailings many weeks and months after a chat has occurred. 

Resolution

We have a workaround in place to be able to still have conversations that come in on the weekend and be answered on Monday. The script will need to be adjusted in the following ways to allow it to work: 

This only works as well if the customer also responds, otherwise the chat may still close down less than the maximum 72hrs and over 24hrs. 

  1. Log into Configuration Manager.
  2. Click on scripts Social.
    clipboard_efb11f88d55861a41a2582208ec491067.png
  3. Open your script for the appropriate channel.
  4. Click on the script tab.
    clipboard_e9c355f6dda337f2236515d1898c4ac40.png
  5. Under Forward to Queue, click in queue.
    clipboard_ea08f7f3d98f75973246a36b97656d72b.png
  6. Click add loop.
    clipboard_ea9a308626868061deec1c06bccaab5ce.png
  7. Give it a name and how many times you want it to loop.
    clipboard_ebc7cff1277f1df72aa45a63a1e6995c8.png
  8. Click OK.
    clipboard_e8f2c64e181229a5b4828d3cb88e4947b.png
  9. The loop will automatically come up with a Time Interval,.
    clipboard_e25e5d891e8292eb5a4d8eaf196acfeb5.png
  10. Click the Time Interval.
    clipboard_ec3963e4a8382d855b6b1ab5285a286f0.png
  11. Click edit and set the duration and the name of the Time Interval.
    clipboard_ee193a10d73efb597aa74313800d2968d.png
  12. Click OK.
    clipboard_eea7bf3e788015c53ca9f5bbed6a212a1.png
     
  13. Click the Loop object.
    clipboard_eac667425e3c3420a813db3640db7ca9e.png
  14. Select add.
    clipboard_e65db941379dc8c04a433c5782d420e41.png
  15. Click Insert Object to get the drop-down list.
    clipboard_edf30d6adc4ff3ed92e70e07129331c5b.png
  16. Click Send Prompt.
    clipboard_e64eb184a0d28a25dc5ed703d6fcb4076.png
  17. Fill in the appropriate boxes to supply a name and what it needs to send on the chat to keep it awake.
    clipboard_e55a169031559062db128253afd33cd7d.png
  18. Click OK.
    clipboard_e10665fccb0821460e830f17315e19faf.png
  19. Save your script by hitting Save
    clipboard_ea1f4dbdf5cc96c936f0ea56ef775be8f.png

Additional Information

Queues also have a maximum timeout now of 72 hours. You have to set a time, however, you can choose how long before it times out up to this figure under the forward to queue setting:

 clipboard_e56b742f2b7b4c88e7198502848f33b25.png

If in the instance of a bank holiday this will go over the 72 hours, you can collect the data for callback/response using a different medium. 

To do this: 

  1. Set the Queue timeout under the Forward to Queue options to the maximum time you want up to 72 hours.
    clipboard_e5985ac8cdb79656546fb632f678473e9.png
  2. Click OK.
    clipboard_e0987125bbf4471fdc072886bf4dc8e6f.png
  3. Click on queue timeout.
    clipboard_e0572449dec5f98a01bfafcc444f30b16.png
  4. Click on add.
    clipboard_e3de5b560ac39caeb5605fb24951ad942.png
  5. On the new box select Insert object.
    clipboard_efc4813c1c09e79f693695cfaf4e634a2.png
  6. Select Get Customer Info.
    clipboard_e51a91a1e13ee3f783daa9254fe3164b1.png
  7. Fill in the appropriate boxes and select what you want to collect.
    clipboard_e96d2ca50f8a1d37403423fbe24e36dab.png
    clipboard_ecc5631860cec097c9289db725742d87d.png
  8. Click OK.
    clipboard_e2b2f648dd79cbb5343310d81dc3c90a2.png
  9. Add appropriate options for the found, not found, invalid, and timeout options as needed (based on your object details).
    clipboard_e941185703ecd5499ba495f4f88378105.png
  10. When an agent logs in and accepts the chat, it will supply the contact details provided to the chat agent to then be able to email/phone the customer back. 

If your Forward to Queue will not give you any options for timeout and in queue settings, you are running an old version of the script object. You will have to delete the queue first before you can proceed to re-add it with the up to date functions:
clipboard_e036fe2a7f5497c5c4fdf45eca4189e86.png

  1. Click the Forward to Queue option you need to remove to get the options upclipboard_ec0cc843f098d2d50cd76f095242b8129.png
  2. Click remove 
    clipboard_efe62eeb60aaee7dae2c37bbd16ada9c3.png
  3. Then click the part in the schedule you want to re-add the queue to (in the screenshot example it's under Open so we want to click Open)
    clipboard_e35dd9f07b651c967ac0f4060905bc0ef.png
  4. Then click add
    clipboard_ea7329911377e96595bc07d2dea058161.png
  5. Select the Insert object option to get the drop down
    clipboard_e5359239cd12f0a77165b724eac726e10.png
  6. Click the Forward to Queue 
    clipboard_e3895cc5ff78a4e6c1f36231372323185.png
  7. This opens a new box you need to fill in the following three boxes that are mandatory.clipboard_e56eac2aedd60a00b22e46fb0282f06bc.png
  8. You will then see the in queue options come up
    clipboard_ee2734610f109fb7a50c6ee73bef2b51f.png
  9. Don't forget to save your script afterwards by clicking Save
    clipboard_e23ccb055376e3dcb881fb07480157449.png