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Timeout not working with OSvC and facebook

edited May 7, 2024 3:24PM in Digital Assistant & Mobile

Hello everyone,

I need some advice on configuring timeouts for live chat platforms, taking into consideration some specific scenarios we're facing. Currently, we have a live chat ODA connected with OSvC with features on our website as well as on Facebook Messenger.

When a client contacts us through Facebook, the chatbot cannot conclude the conversation. For example, imagine a scenario where a client contacts us on a Friday at 5 pm, which happens to be the last hour an agent is available. If the conversation ends without reaching a resolution, the agent can resume the conversation on Monday morning. Additionally, even on Saturday or Sunday, the client may provide updates that will be useful for the agent when they return on Monday.

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