Transfer chat back to bot if chat not accepted

There are two ways to transfer a chat back to a bot if it is not accepted by an operator:

• Via auto responder (This method does not currently support third-party integrations such as Facebook Messenger).
• Via continuous webhooks. This method works in all scenarios.

This document covers how to accomplish this using continuous webhooks.

Requirements:

• Minimum version: 4.16v
• Continuous webhooks cronjob

How it works:

• A continuous webhook checks if any chat has been in pending status for more than 30 seconds. If so, it executes a trigger.
• The trigger sets the chat status back to bot.
• You can extend these rules to include:
  • {args.chat.incoming_chat.incoming.scope} = facebookwhatsappscope to apply the rule only to incoming webhooks with a defined scope.
  • {args.chat.dep_id} = 4 to apply the rule to department 4 only.

Sample of continuous webhook configuration:

Trigger configuration sample: