Inactivity timeout between Agent-User conversartion - Webex Connect

[oscar campoz]

Everytime an interaction goes to the Queue node, each new message that customer send to agent is going to open a new conversation, is there a way to insert a  timeout to close the conversation in case the customer has not sent messages after certain time?

[bill.king1]

I might not be following you, but wouldn't the agent be ending the conversation then, so that the next message in will start a new conversation, but if the person does reply and the previous one isn't ended, it won't?
In other words, are you running into something like this where you need to check where you have the node exit points going?
https://community.cisco.com/t5/contact-center/preventing-auto-responses-in-webex-cc-for-ongoing-email/td-p/5194380

[oscar campoz]

the problem is related to customers who are interacting with an agent and for some reason the customers don't respond anymore, so in that case the agents don't know what to do and keep the conversation open on the Agent Desktop for long periods of time, the Help Desk Admin asked me if there is any way to close the active conversation with the agent if there are no incoming messages (inactivity) from the customers after 15 minutes for example.

The log image in the main post shows that every time an incoming message comes to the agent it will trigger the flow and each message generates a new TransactionId, after the transaction is appended the flow ends.

In this case I want to know if there is any way to monitoring customer inactivity and close the conversation, because as i know after the transaction is appended and goes to the agent I have no control

[bill.king1]

So basically you want to, if an agent gets an interaction, replies to customer, but customer doesn't respond back in some time (say 15 minutes), you want the agent's desktop to automatically close/end the conversation?

[oscar campoz]

yes, basically