Tips for Categorizing Inbox Conversations

[user126 (好帮手家电)]

Current Inbox Categorization:

1. AI Processing
2. Pending Manual Handling (AI is silent; chat is not yet assigned to a specific agent)
3. My Assigned (Manual intervention; assigned to a specific account)

Problem:
Currently, the maximum wait time for AI intervention is 300 minutes. If manual intervention occurs, the conversation is moved to the “My Assigned” category. If an agent is in the middle of a chat and the customer goes offline, and the customer does not reply within the AI’s waiting period, the order will be reassigned to the AI once the customer replies after some time. Since the AI cannot handle the issue (otherwise it wouldn’t have been escalated to manual support), the agent cannot locate the conversation quickly because it is no longer in the “My Assigned” list.

Suggested Modification:
Once manual intervention occurs and a conversation is assigned to a specific account, it should remain visible in the “My Assigned” list even if the AI waiting period expires and the AI intervenes. This allows the agent to see the AI’s response and immediately take over manually, stopping the AI’s intervention and communicating with the customer promptly.

Furthermore, if the customer replies later and the AI responds while the assigned agent is offline, the AI has the opportunity to change the status back to “Pending Manual Handling.” Until that happens, the conversation should continue to be displayed in the “My Assigned” list.

We should not treat “AI Processing” and “My Assigned” as mutually exclusive categories. If a conversation has no owner, it should only appear in “AI Processing.” If a conversation already has an owner, it should be displayed in both “AI Processing” and “My Assigned” simultaneously.

[Zhiyu]

Understood. I understand that the main issues you are facing are:

1. After a contact triggers a transfer to a human agent, the conversation enters a “pending human agent” state, during which the wait time is long—up to 300 minutes.
2. After transferring to a human agent, the processing time by the human agent is long.

To address this, we recommend increasing the value of the parameter “Re-online Wait Time” (located in “3Chat Agent” - “Basic Configuration”, under the Chat Session Type tab). The maximum value that can be set is currently 72 hours.

If, in actual scenarios under extreme conditions, the processing time for a contact’s inquiry still exceeds 72 hours, you can refer to the following steps:

1. Add a custom field to the contact, such as “Communication Status.” When the conversation is not closed, modify this field to “Incomplete Communication” via the sidebar in the inbox, as shown in the image:
   
   
2. Create a new view at the bottom of the inbox view list, with the condition configured as “Communication Status” = “Incomplete Communication”.