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:
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.
- Log into Configuration Manager for Contact Center.
- Click on scripts > Social.
- Open your script for the appropriate channel.
- Click on the script tab.
- Under Forward to Queue, click in queue.
- Click add loop.
- Give it a name and how many times you want it to loop.
- Click OK.
- The loop will automatically come up with a Time Interval,.
- Click the Time Interval.
- Click edit and set the duration and the name of the Time Interval.
- Click OK.
- Click the Loop object.
- Select add.
- Click Insert Object to get the drop-down list.
- Click Send Prompt.
- Fill in the appropriate boxes to supply a name and what it needs to send on the chat to keep it awake.
- Click OK.
- Save your script by hitting Save
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:
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:
- Set the Queue timeout under the Forward to Queue options to the maximum time you want up to 72 hours.
- Click OK.
- Click on queue timeout.
- Click on add.
- On the new box select Insert object.
- Select Get Customer Info.
- Fill in the appropriate boxes and select what you want to collect.
- Click OK.
- Add appropriate options for the found, not found, invalid, and timeout options as needed (based on your object details).
- 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:
- Click the Forward to Queue option you need to remove to get the options up
- Click remove
- 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)
- Then click add
- Select the Insert object option to get the drop down
- Click the Forward to Queue
- This opens a new box you need to fill in the following three boxes that are mandatory.
- You will then see the in queue options come up
- Don't forget to save your script afterwards by clicking Save